My ‘Wow!’ Customer Experience: Moen Faucets > Big Technology for Small Business | Marketing Automation | Web Technologies
SHARE ON:
Search

The Affinigent Blog

My ‘Wow!’ Customer Experience: Moen Faucets

My ‘Wow!’ Customer Experience:  Moen Faucets

We had our kitchen completely remodelled about 6 years ago.  There is a huge main island with a sink and a faucet.  Clearly, that faucet is a focal point for the room.  When the faucet got bent from admittedly hard use we had the dilemma of what to do next.  It still worked fine but did not look right.  Did I mention it is a focal point for the room?

 

Replacement was an expensive proposition.  One day we had a plumber in the house for a bathroom issue (don’t even get me started) so we asked him what he would do.

 

It’s a Moen!  They will replace the parts for free.

 

Really?

 

My wife pulled out the documentation, called Moen, gave them the model number and the replacement part appeared at our door in a few days.  Absolutely free.  Wow!

 

It does not end there though.  We had a little issue with a faucet in our main bathroom.  That one is even older.  We don’t have any documentation and the company does not even have anything that looks like our faucet on their website anymore.  ‘No problems,’ says the customer service rep at Moen.  “Just take a picture of it and email to us.  We will figure it out for you.”

 

And they did.  The part arrived in a few days.  Absolutely free.  Wow!

 

I have no idea how Moen does this or anything else about their business.  I only know 2 things for sure.  First is that I am telling everyone I know how great Moen is.  The second thing I know for sure is that my decisions about what brand of faucet to purchase in the future is easy.  It will be a Moen.


Lets be clear that I have nothing to gain from helping Moen.  I am a normal consumer in their world.  My hope is that you will take a lesson from this about the value of providing a ‘Wow!’ experience for your customers as described at www.affinigent.com/wow  You don’t have to do what Moen does, I just hope you will do something that gets your company the benefits that Moen is getting.

Most Recent Posts

Business Heroes in York is thriving! by
5 reasons you should come to Business Heroes and learn about Facebook advertising by SuperUser Account
Business Heroes September 2017 event by Don Bishop

We talked about the general framework of Lifecycle Marketing and where Landing Pages fit into the overall framework.  Landing Pages are a tactic in marketing to move a ‘viewer’ or ‘consumer’ of content from being anonymous to us to being a prospect that we can actively contact.  The goal of that contact is usually to move forward in our relationship with the prospect.

Small Business Success Meetup in York, PA by Don Bishop

Is there is an entrepreneurial spirit in you?  It might be a burning desire to do it ‘on your own’. For some people it is more of a ‘screw the 9 to 5’ kind of motivation.  No matter how you got here, this is the place to get advice and camaraderie around the big idea of building your small business, and using automation technology to make it happen faster.

What is a Responsive Website and Why is it Important? by SuperUser Account

A good mobile website has become one of the most important things you need to focus on for your business' web presence. Around 2013-2014, internet users using mobile devices have overtaken traditional desktop browsing as the standard way they consume content on the web.