Last weekend as I was cleaning up the kitchen, I had the radio on to my local NPR station's pledge drive. Usually they pull in a celebrity of some sort to help them raise money. A famous musician or radio personality. Guess who the celebrity guest was?
Their customer service email guy.
He was great. He talked about various emails he'd gotten from people who loved the station and wanted album information. He frequently mentioned how he always emailed them back, "Why don't you make a contribution and become a member?"
It was clear from the way the regular announcer treated the email guy that the station considered him a real celebrity. Someone who enough listeners had a personal connection with that they would dig in their pockets and donate.
It makes me think, now more than ever your customer service department has your brand reputation in the palm of their hand.
