TypePad, Consumer Choice, and Free CGM

I just received a most remarkable e-mail from Typepad, which hosts this blog and about 10 other blogs I manage, including my beloved DosBebes.com.  In a nutshell, as compensation to me for shaky service over the past month or so (which I will admit was quite frustrating), Typepad offered me a choice of "recovery" options, from 15 days of free service to 45 days of free service.  I couldn't imagine a more consumer-centric and respectful model for managing a difficult customer service experience.  Now, the cynics out there would assume all consumers would readily grab the "45 day" option, but in fact I chose the "30 day" option.  That's fair as far as I'm concerned, and I have little interest in "gaming" a service that is so openly showing respect for me.   To Typepad, I express my deepest appreciation.  TypePad's founder, Mena Trott (photo above), has consistently stood for building a user-centric model, and this is a great example of putting that philosophy to work.  It's also  a classic example an "operational" decision that generates positive word-of-mouth or CGM.   

Comments

[Niki Scevak]

6A may make for an interesting case study in customer relations but really, they are unable to deliver upon the core thing that they do: fast and easy blog publishing. The service is horribly slow to post and read. That's inexcusable over the period of time that their service has sucked.

Reading letters like this for the first time is cute and intellectually curious but like any apology, the only one you want is to say that it wont happen again. My guess is that this isn't the last time one of these emails will be sent.