Redbox: Best Ever Customer Relationship Management on Twitter

April 13, 2012 10 Comments

I love Redbox! At 9:57 am this morning, I posted a question to @redbox asking how to resolve a problem I encountered this morning. I got a response to my tweet one minute later, at 9:58 am, from @redboxcare telling me to e-mail them to request a refund. I sent the e-mail at 10:03 am, and by 10:06 am they had responded to tell me the issue was resolved. WOW!!

This was VERY impressive customer relationship management (CRM), especially considering the problem was my fault and not theirs. I am now not simply a satisfied customer, I am a raving fan of Redbox. No regrets at all about cancelling my Netflix account and spending my money with Rebox instead.

What do you think? Please share your thoughts in the comment section below!

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Comments (10)

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  1. Ryan Eckert says:

    Love the Redbox story. It is a true testimony in which the issue was conquered by resolution. It is never about the problem, it only matters how it was handled. CRM or as I like to call it “Customers Really Matter”, keeps the customer in control where we as leaders and associates, help direct the outcome into a state of value, appreciation and satisfaction for our customers.
    Thanks for sharing this story.
    Ryan Eckert

    [Reply]

    Bret L. Simmons Reply:

    Welcome, Ryan. Love crm = customers really matter. Thanks for sharing! Bret

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  2. 9 minutes is incredible. That has to set some kind of record.

    I have had lots of good customer service experiences in my life, but I have only had a handful of ones worthy of raving about. It’s funny how easy we settle for being ‘good’ rather than striving for much, much more.

    Thanks for sharing Bret.

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    Bret L. Simmons Reply:

    I was blown away, Tim. I’d have been happy with resolution in a day. They set the bar much higher. Thanks for sharing! Bret

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  3. Jason says:

    Resbox is also great if you have an issue with a kiosk. They will tend to refund your movie and often give a coupon for a free one for the inconvenience.

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    Bret L. Simmons Reply:

    Welcome, Jason. I was a long time Netfilx user until they gave me a reason to switch. Now I am a raving fan of Redbox. Thanks for sharing. Bret

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  4. Hi Bret. This is a great example of the power of social media and word-of-mouth advertising. I am a NetFlix customer and had not considered Redbox… until now. Thanks for the recommendation!

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    Bret L. Simmons Reply:

    Sorry for the slow reply, Chris! When you try Redbox, e-mail me and let me know what you think. I too used to be a LOYAL Netflix customer, but they made the mistake of giving me a reason to try another service. Thanks! Bret

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  5. Anna Holder says:

    Wow, that is great customer service. Am enjoying your Blog/website. Very well set-up and informative. Your presentation yesterday at UNR for WordPress was also well set-up and informative. I’m using lots of your suggestions in getting my first blog up and running. Am even buying my husband’s, child’s and my name as you suggested. Thank you for all the advice and hope to hear more from you at future WordPress workshops and/or the Reno MeetUp meetings. Thank you!

    [Reply]

    Bret L. Simmons Reply:

    Welcome, Anna! Thanks for attending the session yesterday and thanks also for the kind words. Bret

    [Reply]

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