The DayMaker Digest
Customer Care Newsletter: August 2012
We start with a thrilling countdown of customer encouragement, followed by a Care-side chat with Product Knowledge Lead and Advocate Emily Seibel. Before it's all over, we'll circle back down memory lane as some of our Advocates share their favorite back-to-school memories, since it's that time. So, settle into your Snuggies, grab the snacks, and peruse away!
Fabulous feedback from our fans ...
like a company cares about its customers." (Incident #271316)
4. "Thank you for your help. I really have appreciated your customer service. Being in
Australia makes it hard to get customer support, so, this online chat service has
been great!" (LiveChat)
3. "Just wanted to tell you how impressed I am with your overall service. We've never
ordered dresses like this online, and it was a big risk. The dresses came, and
although they didn't work, it was okay because I know I can send them back without
incurring a charge! We will definitely order from you guys again! Thanks for making
it so very easy to shop! (Incident #269451)
2. "As my 80-year-old grandfather often quotes: 'OH M GEE'. So, guess what decided
to arrive in the late post today? Correct! My dress has decided to grace me with its
presence at long last! They say that patience is a virtue, so, perhaps I need some
more practice in that area. :) I do absolutely love the dress, and it shall fit perfectly
for the big anniversary day. In all good consciousness, I can no longer accept the
gift voucher that you've so kindly provided, but I would seriously like to thank your
fabulous team for all the time and effort for my little case. Anyway, thank you!!"
1. "Wow. I'm so impressed. Thank you so much. There's a lot to be said for such
personal service. You've got me for life. I really appreciate your actions but I
appreciate your comments just as much, if not more. Wouldn't it be great if all
businesses and corporations could be run in ways to make positive influence on
the global and regional marketplace?" (Incident #254105)
A quick chat with Lead Product Knowledge Specialist and Advocate, Emily Seibel
The Pittsburgh native shares a moment with us to explain her love of travel (all 50 states, at that!), her penchant for honesty, and her love for surf and turf!
What is your greatest vice or indulgence?
What is your greatest achievement, so far?
Since I was 7, my parents and I traveled during summers. We made it to each of the 50 states -- my favorite region was New England, and I hope I continue to travel.
What is a personal quality you are working to improve?
I have a tendency to make really awful, expressive faces when I see things that I don't like. I need to be more mindful of that.
What quality or qualities do you most appreciate in a friend?
loyalty, dependability, honesty – and a weird, healthy sense of humor
What quality or qualities do you most dislike in others?
Insincerity, dishonesty, and superficiality
What is your favorite pastime?
If you could be any other person, other than yourself, who would you be and why?
I would be Daphne Guinness -- she's an artist, wildly fashionable, and I admire the amazing risks she takes.
What is your idea of happiness?
Happiness for me is being with my friends and family and a big bowl of mashed potatoes and gravy.
What would be your last meal?
Jumbo Maryland blue crabs or a very rare steak
If you could change one fact of life, what would it be?
I will be honest- that's a horrible question.
Would You? Could You?
If our customers could change anything ...
"I'd like to request more full-skirted dresses that are knee-length to tea length. A lot of your dresses are really short. If they're four inches above the knee on me -- and I'm 5'2" -- I can't imagine how short they are on taller girls. Granted, some people like shorter dresses, but more variety in length would be nice." (Facebook)
One For The Team
Customers have "mod" respect for M.C. ...
"I'm sure you guys get loads of people complaining about unimportant things, so, I figured I would just let you know that you're freaking awesome. I'm from Newfoundland, Canada, so, I don't order from the US often because of the hassle -- but I've never had one hitch with ModCloth when I received my order! Keep up the awesome job. I will be ordering again soon! Rock on!" (Incident #253258)
"Dear ModCloth, how do I love thee? Let me count the ways: All the pretties, great customer service, reviews on the items (good and bad!), little fun freebies in my order, and most of all, keeping this 34-year-old -- almost 35 (gulp!) -- feeling young and stylish!" (Facebook)
"I adore ModCloth.com! I love the variety you offer and your return policy is great! I've had nothing but great experiences, especially when handling returns and exchanges. Shipping is always super fast. You guys are amazing! Keep up the great work! XOXO" (Incident #266013)
"Living in Arizona, I always dread the summers, but shopping for swimsuits is always a pain for me, too. I really just wanted to let you now that I'm so thrilled to see a site with:
A) Amazing customer service
B) Plus size models that are actually modeling the suits
This site has really boosted my confidence and reassured me that you *can* look great in anything, and with so many options, ModCloth makes that a snap! For all the girls out there with curvy figures, we salute you." (Incident 233756)