Posted by: Chris | October 1, 2008

Make It Easy On Your Customers-Even When You’re Not There

Typically, when we think of services marketing, we think of branded customer service, empowered front line service employees, personal attention…you know, stuff that involves the presence of human workers.

Not to get into some sort of existential “tree falls and no one’s around to hear it…” discussion, but what happens to branded service when human workers are not around? Does services marketing cease to exist? Not at Chipotle. See the image up there? That’s a fax menu. I know that Chipotle is far from the first to come up with the idea of a fax menu, but I do believe that they did an especially good job with theirs. They make it easy on customers to spend money at their restaurant by providing them with a heavily branded tool that even a monkey could use—no employee necessary. They enable the customer in the absence of an enabled employee.

What other ways have you observed creative, branded service in the absence of a company’s employees?



  1. […] A Customer “Support” Story- Another service anecdote, this one from Elizabeth Glagowski at The 1to1 Blog. Don’t forget, the exclusion of human beings from the front line (i.e. online support) does not negate the need for…. […]

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