Thank you for both challenging and then living up to my very high expectations.
When we took our first ever delivery from you last night, I was primed to be disappointed. You had been lauded for your great service from so many quarters, that I was cynically certain that you were going to do something to shatter the illusion.
But not a bit of it – all the right stuff, packed carefully, in perfect condition and on time (early in fact).
And thank you for the multiple aspects of your service offering. They challenge the Big 4 Multiple Retailers whilst at the same time challenge how you’re perceived.
(I particularly like the iPhone barcode scanning app…I suspect it will take a good while for us to get used to it and we may never, but the fact that it even exists and that it actually works is truly amazing)
Each one of your service elements (there are more) is impressive individually, but collectively they’re (consumer) behaviour changing….which is the holy grail for any challenger brand.