10 January 2007
How to make your customers love you even more
We just bought a Dyson vacuum.
For those of you who don’t know, Dyson makes the world’s best vacuum cleaners (or “hoovers” as my British wife would say :D).
Why did we choose Dyson? Because we knew that their vacuums never lose their suction. So we ordered one and to my delight, it arrived today (sad, I know).
I was already sold on how great their vacuums are so I certainly didn’t need any more convincing when the box arrived. But here’s how Dyson has converted me into an excited and devoted customer: they kept telling me how great their product was after I paid for it.
The box is literally covered with pictures, diagrams and words proving how great the product is! Here’s are a couple examples:
This one demonstrates how easy it is to use on stairs and also shows how you can easily attach the tools (so they don’t get lost).
The image below shows how you can carry it up the stairs without tripping over the cords and hoses. It also shows how easy it is to store.
The photo below shows three great advantages to the vacuum (helps allergy sufferers, costs less to run and, guaranteed for two years).
The photo below reminds you that not having to buy filters (a key benefit to the vacuum) will save you money.
I’m hooked
I was already convinced that Dyson made a great vacuum, but after the purchase is when Dyson converted me into a fanatical customer.
I think this lesson can be applied to almost any business. Take time to remind your customers why your service or product kicks ass after they buy it. It will turn your loyal customers into die-hard fantatics.
Enjoy this article?
If you liked this article, feel free to re-tweet it to let others know. Thanks, we appreciate it :)
We love .net Magazine
We're big fans of .net so they've hooked us up with a rad deal: Save 50 percent on your subscription.
Mark
# January 10, 2007 - 11:31 pm
I have a Dyson as well. And yeah, it really is awesome. But I have to say that the packaging, as evangelistic as it is, isn’t the reason I became a die-hard fanatic. I was excited about the vacuum and all but had my doubts about all the hullabaloo about them. The fact that it works BETTER than I had expected and was ingenious in it’s usability and design decisions (the cord is crazy long, but never gets tangled, the extension handle is super long too, etc.) is what made me a loyal customer. So even though the packaging points out that it is all kinds of awesome, it is the fact that it delivers on it’s promises is the humdinger. Deliver on your promises and your jaded and pessimistic customers will be surprised and become huge fans.
Dennis Eusebio
# January 11, 2007 - 2:09 am
I agree with Mark. The extra stuff on the box really isn’t adding much to the fact that its a solid vacuum cleaner.
For instance, when Microsoft blasts you with features and reminders about how awesome their products are, do you feel the same type of joy?
ryan
# January 11, 2007 - 5:16 am
I don’t think they sell that model stateside yet, but they do have a revised edition of the Dyson autobiography. The best book about vacuum cleaners you’re likely to read, ever.
Ryan Carson
# January 11, 2007 - 6:53 am
Good point Mark. Making the actual product exceed expectations is the most powerful way to create passionate users.
Julian
# January 11, 2007 - 8:53 am
I hope you like the Dyson. What happens when the Dyson gets full? Does it “lose suction” or does it just keep on sucking for ever?
Also, I hope you enjoy emptying out all the loose dust, fluff and muck. What will you do, empty it into a bag? Well, I have a vacuum cleaner that sucks the dust straight into a bag, which I then put cleanly into the bin. What a brilliant invention!
Robin Blandford
# January 11, 2007 - 8:56 am
Hi Ryan! Yes – unpacking our Dyson was the first time myself and my dad took any interest in a ‘hoover’ (or a ‘Dyson’ as J.Dyson wants us to call it!). It was like unpacking a great work of design art, like unpacking lego, fantastic.
Bad
# January 11, 2007 - 9:03 am
Dude…are things a bit quite round your way???
:)
Gill
# January 11, 2007 - 9:24 am
Julian! Haven’t you seen the TV ads, it ‘never loses suction, not ever, not a sausage’.
mimo
# January 11, 2007 - 12:03 pm
I think they put those nice pictures on it because those boxes are seen in many stores. So it is importan to have good explanations on the box because often you do not have somebody in the store to help and convince you.
Allen Stern
# January 12, 2007 - 12:18 am
Dyson is the Apple of vacuums. The concern to me has always been the price. I think when you stand in a store looking at them, the average consumer says “i could buy 3 hoovers for this”
Dave C.
# January 12, 2007 - 8:36 am
I’ve been thinking about getting one of these for the house because our current one is old and mostly crap. However, we have hardwood floors. Think the Dyson works well on hard floors? We’re just using way too many Swiffers to keep it clean.
James W
# January 12, 2007 - 3:04 pm
Definately a good purchase Ryan. Had ours for 8 months now no problems. Allen is right the box very much reminded me of Apple and unpacking my Macbook Pro.
Attention to detail, thoughtful design I like to think of it as a lads hoover (yes i’m british we always call it a hoover!). We have even talked about its design and function down the pub.
Oh and they have a great Flash game on their website: http://www.dyson.co.uk/game/
Drew McLellan
# January 12, 2007 - 9:38 pm
We have a very similar model, and yes, it looses suction pretty quickly as the chamber gets full. Emptying the thing is a pretty unpleasant experience as a lot of the dust then kicks back up at you. I can usually do two flights of stairs before it gets full.
But it’s still the best vacuum cleaner I’ve ever used, so I’m more than happy.
For me, the real affirmation was when I had to call their customer service line. I was cleaning around the edge of our living room skirting (this isn’t a glamorous tale) one evening, when I caught a loose plastic bag with the end of the ‘wand’. The sudden blockage caused the telescopic wand to collapse down with a big BANG, sending plastic pieces flying off in all directions. The wand had more or less self-destructed, and I had nearly wet myself in the process with the shock :)
I figured this was the perfect time to try out that helpline number that’s printed on the side of the vac. Now, this was 8pm on a public holiday. I was thinking I could phone up to listen to the message to see when they might be open … but they were open! At night! On a public holiday! Awesome.
I explained what had happened, really just expecting to be told that it was my fault for not having the want properly extended or something, but they first thing they asked was if I was ok and not injured in any way. And not in a better-cover-our-arses way, but like they were genuinely concerned that I wasn’t hurt. They then took the serial number of the vac, took down my contact details and said they’d despatch a replacement part the next morning. Sure enough, next day I got an email confirming that the parts had been sent. Arrived the next day. No questions asked.
No product is perfect. It’s how Dyson handled things when a problem arose that means I’ll be replacing this one with another Dyson when the time comes.
Ryan Carson
# January 13, 2007 - 12:42 am
Hey Drew – thanks for stopping by :)
Your story is a perfect example of how quality customer service can create passionate users. Thanks for sharing!
allen stern
# January 13, 2007 - 8:42 pm
Ryan – what issue did you have – it didn’t say in your original post.
btw – which model did you purchase?
Ryan
# January 15, 2007 - 2:09 am
A good titbit of advice. I’ll use it tomorrow when I see my client. Come to think of it, it’s been a while since I reminded him of how good the service is that I provide him with.
Nic Hughes
# January 15, 2007 - 10:43 pm
From a marketing perspective the smartest thing Dyson ever did was make the dust-collector transparent. So many people bought a new Dyson, used it and then were amazed to see how much dust they had from what they thought were clean floors. Every one of those people became an evangelist for the product amongst their friends.
What looked like a minor usability tweak at first glance turned out to be a powerful viral marketing tool.
Hirok
# January 17, 2007 - 8:55 am
Well! Vacuum, hoover, whatever!
Can’t wait to get my hand on a Kätcher Automated Bot vacuum cleaner. And leave it to the bot to do all the leg work. WHo’s got the time to go around the house vacuuming nowadays, let the bugger do it while you are not at home.
Better use of time and money.
Hrrrrumph!
Colin
# January 17, 2007 - 11:56 am
The thing that really impressed us when we bought one was the lack of that typical vacuum cleaner smell you get after cleaning. Then again, maybe we’re easily impressed :)
Lewis
# March 7, 2007 - 7:20 pm
Good point Nic Hughes. I think the assumption was people didn’t want to see the dirty stuff picked up by the vacuum cleaner. Dyson flipped this on its head and made it into a usability feature, making it easy to track how much is in the collector.
And I think, exposing some of the mechanics makes the user feel more knowledgeable about the product and thus they feel more involved with the brand. Dyson products are so innovative and the company has an inspirational vigour.
LolitochkaBC
# May 10, 2007 - 11:03 am
Ðаану-ка ребÑтки голоÑуем!!!
ПризнавайтеÑÑŒ проказники и владельцы Ñайта http://www.carsonified.com ))))
ЧТО вы будете делать Ñтиим летом?!
CalFaulkFoups
# July 31, 2007 - 10:38 am
http://www.carsonified.com – Great site
Good day
Thank for your work for us!
Thank you, I will add it to my bookmarks
regards
Swen
AltaGid
# August 20, 2007 - 9:48 pm
Hello! Help solve the problem.
Very often try to enter the site, but says that the password is not correct.
Regrettably use of remembering. Give like to be?
Thank you!
engeskIntitle
# September 5, 2007 - 2:55 am
hot site
please visit this cool site
Anikrichard
# September 5, 2007 - 1:15 pm
hello , my name is Richard and I know you get a lot of spammy comments ,
I can help you with this problem . I know a lot of spammers and I will ask them not to post on your site. It will reduce the volume of spam by 30-50% .In return Id like to ask you to put a link to my site on the index page of your site. The link will be small and your visitors will hardly notice it , its just done for higher rankings in search engines. Contact me icq 454528835 or write me tedirectory(at)yahoo.com , i will give you my site url and you will give me yours if you are interested. thank you
maikmidlooks
# September 12, 2007 - 11:33 am
Hi everyoneÂ
Check out an excellent video :
http://www.youtube.com/watch?v=Z7jUnptjqZE
ByeÂ
maik midlooks
hahahdsdscs
# September 19, 2007 - 5:14 am
Comenzaron y se fuerzas logrande), el pelo, la acomodar de mis piernas de fin de cómo soy.
osotes.
modelos hombres.
mujeres cagadas.
figa pelosissima.
historias de reflexion
Bye Bye
DavidBThomas
# September 19, 2007 - 4:52 pm
Job hunting or job seeking is the act of looking for employment,
due to unemployment or discontent with a current position.
Job hunting in general is one of the most arduous, discouraging and
stressful activities one can go through. There is no easy way to find a job.
Many employers will deny your application or refuse to accept your resume,
never landing that interview.
Common methods of look for job are:
- using a job search engine
- looking through the classifieds in newspapers
- using a private or public employment agency or recruiter
- finding a job through a friend or an extended business network
QRGregory
# October 4, 2007 - 9:18 pm
Hi all!
ÓÃèêà ëüÃà ÿ VIP ñèñòåìà ðà ñ÷åòà ñïîðòèâÃûõ ñòà âîê !
äîãîâîðÃÿêè, ñòà âêè Ãà ñïîðò, ôóòáîë, åñòü âñå!
90% ðà ñ÷åòÃûõ ñòà âîê âûèãðûøÃûå ñ êô 1.7
ÃîäðîáÃîñòè òóò http://marafona.net
G’night
Jhoonbvlack
# October 8, 2007 - 6:03 pm
Vehicles that can be considered cars were demonstrated as early as 1769,
and 1885 marked the introduction of gasoline powered internal combustion
engines. Automotive history is generally divided into a number of eras based on
the major design and technology shifts.
Brad Gun
# October 16, 2007 - 9:24 am
Good news guys
I here I with you
VerizonRingtonesman
# October 23, 2007 - 1:02 pm
Hello:
Check out what the government is pushing in Mobile Content. Maybe we can catch up with the rest of the worl in terms of cell phones.
Thanks
naisioxerloro
# November 28, 2007 - 2:36 pm
Hi.
Good design, who make it?
SWomack
# December 1, 2007 - 8:07 am
Hi guys
I am in the process of taking out a loan with Lombard Direct and I understadn that they are owned by the Royal Bank of Scotland and I was wondering if anyone knew if they were based in the UK or in Italy in the Lombardy Region?
Can anyone shed any lihgt on this?
thanks a lot or your help
attailejoique
# December 6, 2007 - 2:49 pm
very interesting point of view, has never been conceived of this
btw biological agent
digNingchinge
# December 17, 2007 - 6:27 am
One of them is BWIN, previous known as BETANDWIN.COM and it is common fact that this company manages to attract more and more customer with every year.
Dypepreeway
# January 10, 2008 - 9:44 am
subj
?
Tony
# March 7, 2008 - 3:06 am
Who in the World would buy a vacuum that is bagless? Do you know where all that dust and tiny particles go once you open the container to empty what you just vacuumed up? That’s right, it gets poofed up into the air and back down on the ground.
Why not spend the extra 200 bucks or so and get a Kirby. You can buy one on Ebay for about 200 or so more dollars and get a vacuum that is barnone the best out there. Bagless??? LOL….wow, you guys are suckers. Sorry, no pun intended.
Durlfreejus
# July 16, 2008 - 3:35 am
Earn residual income with this step by step system to earn $2397.27 online everyday. Earn extra income , or earn income on a fulltime basis. How to earn income online now!
This is an Internet business opportunity that shows step by step how to earn $2397.27 online everyday. The ultimate home based internet business , Recession Kicker
is an internet based business opportunity designed to teach new internet marketers how to succeed with an internet home business. This internet business opportunity is designed to give hope and help to people that are tired of being victims to the current tough economy.
What do you think?
Dave So
# March 3, 2009 - 9:21 pm
What do I think to the Royal bank of scotland? RBS boss Fred goodwin should be stripped of his pension. If they pay him a profit related percentage he will get minus figures. Taking away his pension is the best option.
WEBMASTER999777
# May 31, 2009 - 1:43 pm
Hello webmaster!
Recently Foundexclusivepartnerku, all without cheating money list on the second day after reaching the limit, the result is 100%, there are bonuses to 120,000 dollars, register for free-http://germanfriendfinder.com/go/g1111998-brk
P.S love planet-there is everything! Germanfriendfinder: nothing lost …
All the Luck!