Posts Tagged ‘customers’

The other day I received this note in my email inbox. It is a handsome note from CEO Millard (Mickey) Drexler at J.Crew thanking me for my purchases over the past year. The text is below. It is beautifully designed. But I wanted to point it out because it certainly is a nice touch to add to J. Crew’s reputation….thanking customers. I am not a big customer.  The note to all customers shows a lot of class and humanity. Here’s the text if you have trouble reading the pix.

We know there are a lot of choices when it comes to where
you shop, so on behalf of the entire team, I want to personally
thank you for being a J.Crew customer. As we head into 2012,
our most important mission continues to be providing you with
the very best in design, quality and service. We look forward
to seeing you in the new year.

If there is anything we can ever do better, please don’t hesitate
to let us know: 24-7@jcrew.com.

WISHING YOU A VERY HAPPY HOLIDAY.

Mickey

Am always interested in letters from CEOs to customers. A former colleague (thanks Erin) sent this to me from the CEO of HopStop, the wonderful site that tells you how to get from one place to another as a pedestrian. I use HopStop all the time. The letter is very straightforward about changes they have made and how they use customer feedback to improve the site. The little emoticon – the smiley face – made me smile. Just how many CEOs would do that. Nice touch. Not for everyone but works here.

Dear HopStoppers:

My name is Joe Meyer and I’m the CEO of HopStop.com. In late August we launched a new search interface and routing engine to improve the way we deliver our door-to-door transit and walking directions. Many of you have written to us since then to share tips on how we could further improve our new system, and some of you expressed that you missed aspects of the old interface. No matter the message, we greatly appreciate your suggestions and we made several additional improvements to our service based on your real-time feedback:

• Our address entry forms are much simpler and more straightforward. You can now enter your starting and ending addresses however you’d like and we’ll be able to recognize them due to our improved address recognition capability.
• We launched (and continue to connect) more cities, so now you can use HopStop not only in your hometown but in many other cities as well (and to also get from city-to-city)!
• We introduced reverse-routing capability so you’re now able to get round-trip directions.
• To find out about all of our recently introduced improvements, click here.

We hope you’ll be pleased with the results of our hard work, and we’re always eager to receive your feedback. HopStop is the only pedestrian navigation service that takes all user feedback into account to make our service better for everyone. So please keep the feedback coming – we promise to listen .

Thank you for being a loyal HopStop user.

Regards,
Joe

Joe Meyer, CEO