I think those pointing to his follower count are missing the point. Morton's has established what sounds like a pretty great CRM for their customers. I'd be really interested to know how they're set up.
We live in an age where everyone is a media creator. Instead of spending money on mass advertising campaigns (spray 'n pray) with little lasting value, this type of customer service is like launching smart bombs that target actual customers and the people around them. This story & pictures is now in the internet -- it will be around forever. Is that worth the drive from Hackensack? I bet it is.
I think the question we should be asking ourselves is how can we be this awesome for our customers every day?
Yeah, the CRM was a very interesting side note for me. I wish more companies actually used a CRM and could "personalize" my experience for me, it doesn't even need to be anything big.
We live in an age where everyone is a media creator. Instead of spending money on mass advertising campaigns (spray 'n pray) with little lasting value, this type of customer service is like launching smart bombs that target actual customers and the people around them. This story & pictures is now in the internet -- it will be around forever. Is that worth the drive from Hackensack? I bet it is.
I think the question we should be asking ourselves is how can we be this awesome for our customers every day?