A “Thanks for your order” message with authenticity

Posted on April 2, 2009 by Ben Shoemate

The Saddleback Leather Company is the real deal. It has something the rest of the world is now trying to recreate after a century of washing it away with bureaucratic, six sigma, dehumanization – authenticity. The problem most large organizations will have with being authentic this is identifying exactly WHO is thankful. Think about it – the first line of customer interaction at your company is probably more authentically happy when the phone STOPS ringing and they can take a break. This means of coarse that you are going to have to hire someone (ahemmm) to help you find your voice.

Study this email. I don’t recommend you copy his style (which is reminiscent of overindulgent catalog king J. Peterman on “Seinfeld”) but rather think about how honest-to-goodness thankfulness, and transparency can be incorporated into your business, regardless of its size.

Hello there Ben Shoemate

Just wanted to let you know that I sent your bag out just a little bit ago. Your tracking number is listed below along with a link to the shipping company so you can track your leather piece every couple of hours. To care for your leather piece and read about the photo contest please see the Questions page on the website. I have all sorts of tips to keep your leather in top shape.

Oh, and by the way, I didn’t want to tell you this before you joined, but 10% of the gross amount that you gave to Saddleback went directly to one of those aid organizations on the Dave’s Links page. If you spent $500 + $20 for shipping then $52 went out to love people. Basically, you just contributed to drilling a well for an entire village or partially sponsored a 5 year old street kid in Rwanda to get into a loving orphanage and go to one of the best schools in the country. This is the main reason Saddleback Leather exists. Just wanted to let you know… between friends. Thanks for helping.

The way I see it, out of the thousands and thousands of companies in the world, on the Internet or down on the corner selling leather goods, you chose mine and I really do feel honored. You are very much appreciated.. Welcome to the family.

Thank you and have a great week.

Warm regards,

Dave Munson
Presidente
Saddleback Leather Co

Your order number is SBL-*********.

The tracking numbers are:
******************************
You can track your package by visiting the links below:
http://wwwapps.ups.com/WebTracking/processInputRequest?TypeOfInquiryNumber=T&InquiryNumber1=xxxxxxxxxxxxxxxx

The following items have been shipped to you:
line items
———————————————————————–
Small Wallet Light Tobacco Brown (WA-SM-LTB)
quantity: 1
total price: $28.00
———————————————————————–
subtotal:                        $28.00
sales tax:                        $2.28
standard shipping: *             $12.98
*shipping total includes handling and insurance fees
=======================================================================
grand total:                     $43.26
———————————————————————–

This order will be billed to:

Ben Shoemate
************
———————————————————————–

Orders for merchandise ship UPS and will receive a confirmation email and tracking number when your UPS order has shipped.
Orders for gift cards only ship via USPS mail with Delivery Confirmation and usually arrive in 3 to 5 business days.
—

This is an automatically generated email

Even down to letting you know this email was generated automatically – the message is honest and personal. Well done Dave.

Why the Japanese love wikis, the French love blogs, and the Germans love…testing?

Posted on June 26, 2008 by Ben Shoemate

Look at this Google trends search comparing the terms “wiki, blog, music, movies”. It would appear searching for music online is in decline (but there is a definit Christmas time bump as people fill there new iPods and laptops with movies and music). But look at the steady climb of blogs and wikis, they are almost as popular now as online music (the term MP3 follows music but is lower).

Blogs

So what’s the deal? Why are blogs and wikis so popular? Are they really as popular a search term as music and movies? To try and find the answer I looked at the cities and countries where the data comes from. Blogs are dominated by the French and Vietnamese?

The word blog returns 3,510,000,000 results worldwide on Google (that’s 3.5 Billion with a B). My research (consisting of asking Google “blogs popular in france”) returned this article. Although it is already 2 years old, it asked the same questions and reports that users of France’s most popular blog spent over an hour there on average versus just 12 minutes in the US.

French blogs stands out in other measurable ways. They are noticeably longer, more critical, more negative, more egocentric and more provocative than their U.S. counterparts, said Laurent Florès, the French-born, New York-based chief executive of CRM Metrix, a company that monitors blogs and other online conversations on behalf of companies seeking feedback on their brands.

“Bloggers in the United States listen to each other and incorporate rival ideas in the discussion,” he said. “French bloggers never compromise their opinions.”

Wiki

Wiki appears to be crazy popular in Japan. Just look at these results:

Let’s ask the same question. First some anecdotal evidence, like this article about a Japanese government official caught doing something he should not have been on the internet…editing wikipedia articles about the robot toys known as Gundam?
I love this quote:

“The agriculture ministry is not in charge of Gundam,” ministry official Tsutomu Shimomura said.

The agriculture ministry verbally reprimanded five other bureaucrats who contributed to entries on movies, typographical mistakes in billboard signs and local politics. The six employees together made 408 entries on the popular Internet encyclopedia from ministry computers since 2003.

Test

One term I that myself use a lot is the word “test”. When ever think my internet connection may have been lost, I open my browser, and just to make sure I’m not looking at a cached version of google, I type test. I figured I was not the only one so test is pretty high on google’s rankings. The suprising thing is where it is popular.

Note that I graphed it versus, xp and jobs. Both of those show new year increases (one for new christmas computers, the other for new years resultions I imagine).

But look how steady test is, which fits my theory that the term “test” is used to actually test google. Now look at the regions:

The Germans are not only number 1, they dominate with the top 5 cities. What is going on here? It does fit the sterotype.