Friday, September 05, 2008

Anticipatory Customer Service and Brand Love

Several years ago I chose Geico because I had heard that they were a low cost, easy-to-access provider of auto insurance. I liked that I could do business with them on the Web too.

And now, with this anticipatory customer service email, along with a cute gecko and a CEO named Nicely, Geico has turned from an insurance company that I do business with into a brand I love.

Take note Jet Blue ($7 for a pillow and blankee?!) - a brand I loved which has turned into a company that I'm not sure I want to do business with.

No comments: