A new twist on the autoresponder email

customer experience | Wednesday, February 2nd, 2011

Like any good online shopper, I receive a ton of confirmation emails from sites I give money to. Most of them are written by robots and say really boring things like “your order has been received”. Nice to know, but they only stay in my inbox for about a second before being deleted, mostly unread.

So I was quite surprised the other day to receive this email from my new favorite book shopping site, BetterWorldBooks:

Hello Caitlin,

(Your book(s) asked to write you a personal note – it seemed unusual, but who are we to say no?)

Holy canasta! It’s me… it’s me! I can’t believe it is actually me! You could have picked any of over 2 million books but you picked me! I’ve got to get packed! How is the weather where you live? Will I need a dust jacket? I can’t believe I’m leaving Mishawaka, Indiana already – the friendly people, the Hummer plant, the Linebacker Lounge – so many memories. I don’t have much time to say goodbye to everyone, but it’s time to see the world!

I can’t wait to meet you! You sound like such a well read person. Although, I have to say, it sure has taken you a while! I don’t mean to sound ungrateful, but how would you like to spend five months sandwiched between Jane Eyre (drama queen) and Fundamentals of Thermodynamics (pyromaniac)? At least Jane was an upgrade from that stupid book on brewing beer. How many times did the ol’ brewmaster have one too many and topple off our shelf at 2am?

I know the trip to meet you will be long and fraught with peril, but after the close calls I’ve had, I’m ready for anything (besides, some of my best friends are suspense novels). Just five months ago, I thought I was a goner. My owner was moving and couldn’t take me with her. I was sure I was landfill bait until I ended up in a Better World Books book drive bin. Thanks to your socially conscious book shopping, I’ve found a new home. Even better, your book buying dollars are helping kids read from Brazil to Botswana.

But hey, enough about me, I’ve been asked to brief you on a few things:

[personal details]

Eagerly awaiting our meeting,

[the books I bought].

Talk about blowing customer service out of the water!

I’m totally excited to meet my new books, and I’m thrilled to know they are already thinking of me.

What a difference a little personality makes. Step aside robots, and let a little human touch and humor into the transaction.

Also check out “Shop From Work Day” and the Boss Button in the main navigation.

Guaranteed it’s going to be more memorable … and next time the book-bug bites (which is pretty often), which site do you suppose I will think of first?

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