Our Org Behaviour Prof spoke about a company called NORDSTORM- A true story about how far they would go to satisfy their customer
"A person goes to their customer service counter and Say's that he is not happy with the product he has taken and would like to return it. The sales person takes the tyre, ask for the receipt and when the customer say that he might have misplaced it, the sales person just takes the product, asks the customer for the price that the product was bought for with a smile reaches the cash counter and returns him the money", later it was found that NORDSTORM does not deal with any automobile parts. ;)
Link to the story: http://www.snopes.com/business/consumer/nordstrom.asp
Something similar happened to my this afternoon. I went to the cold storage ( A mall like the food worlds and the food bazaar's) and I picked up a bag of MILO. The amount mentioned below was $ 5.90 and when I got it billed it showed $7.30. I asked for a clarification and the cashier said that the amount is pre-installed into the system. The store manager was called and when we checked, the MILO was kept on a wrong shelf. It actually costed $7.30. However as I had already bought it, the store manager billed me for $5.90 and also apologised for the mistake.
This is what we call.... Customer Based Marketing and how companies earn their loyal customers.
