Winning Public Relations Strategy – BowWOWza

My friend just posted this on her Facebook page and I thought this was one of the most inventive customer service ideas and also an effective public relations strategy.  It’s not always about the well placed earned print, broadcast or digital media, but more about what the customer experience is through all aspects of the process that can generate free press and organic social media outreach.

Caldwell’s Pet Supply in Portland, Maine, just hit a home run on making the customer experience just that, “an experience.”  Here’s what my friend posted in social media.:

My dad has a new dog that he is house training, and I sent some “potty bells” that hang from the doorknob so that Hobie can let Dad know he needs to go out.  I got this as a customer service follow-up … someone has missed their calling.

Potty Bells

“Your Potty Bells have been gently taken from our Caldwell’s Pet Supply shelves with sterilized contamination-free gloves and placed onto a doggy pillow. A team of 50 employees inspected your Potty Bells and polished them to make sure they were in the best possible condition before mailing. Our world-renowned packing specialist lit a local artisan candle and a hush fell over the crowd as he put your Potty Bells into the finest gold-lined box that money can buy. We all had a wonderful celebration afterwards and the whole party marched down the street to the post office where the entire town of Portland, Maine waved ‘Bon Voyage!’ to your package, on its way to you, in our private Caldwell’s Pet Supply jet on this day.

“We hope you have a wonderful shopping experience with us. In commemoration, we have placed your picture on our wall as ‘Customer of the Year.’ We’re all exhausted but can’t wait for you to come back!!”

Think of all the goodwill and free social media this company is getting from one very impressed and satisfied customer.    The company is also dedicated to the environment, to improve the lives of dogs, and offer products that will make the life of dog lovers easier than ever.

Kudos to Caldwell’s Pet Supply. This was BowWOWza!

Peace and coconuts,

Marianne Schwab, Executive Producer, CMP Media Cafe

Follow us on Twitter:  @CMP_MediaCafe

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