How Green Mountain Coffee Roasters Saved a Customer

Talk about valuing your customers and providing exceptional customer service! It’s no wonder that GMCR is one of the fastest growing brands out there today, with 11 consecutive quarters of better than 40 percent net sales growth.

I wanted to make public a recent experience I had with Green Mountain Coffee Roasters (GMCR). My wife, Stephanie, an avid coffee drinker (and a shopping nut, who’s probably better suited to be writing a retail blog than yours truly, who looks forward to a trip to the mall with the same enthusiasm as a trip to the dentist), received GMCR’s Keurig brand Special Edition Single-Cup Brewer system nearly 10 months ago as a wedding shower gift.

Excited at the thought of enjoying GMCR’s specialty coffee blends brewed fresh each morning, Stephanie couldn’t have been happier. After the long, harsh winter we had in the Northeast part of the country, I can attest that the brewer was put to good use. All in all, the Keurig brewer was a hit, making just the right amount of coffee for our house. And Stephanie was a loyal customer, restocking her supply of the specialty coffee K-cups with purchases at local retail stores. That is, until this summer.

The complaints were few and far between at first — it wasn’t always brewing a full cup; the coffee splattered out at the end of brewing, leaving a mess on the counter; and sometimes when turning the machine on to “get ready to brew,” it would make a grinding noise and then just shut down — but grew louder as time went on. So Stephanie decided to take action.

Her first step was to go to GMCR’s website for info. on its warrantied products. After learning that we had a one-year warranty from date of purchase, Stephanie called the customer service phone number listed on GMCR’s website (she didn’t see an email address to send a message to). After providing some basic information — name, address, phone number, item purchased — her call was transferred to a GMCR product technician.

Upon confirming the purchase type and date of purchase via serial number, Stephanie was asked to explain the problems she was having with her Keurig Single-Cup Brewer. The technician on the other end of the line walked Stephanie through some “troubleshooting” ideas, but none of them corrected the problems.

Satisfied that the error lay with GMCR, the technician said a replacement would be mailed out to us within seven to 10 business days. Not only that, but in recognition of her troubles, GMCR was throwing in two boxes of its specialty coffee blend K-Cups as well.

Talk about valuing your customers and providing exceptional customer service! Not to mention the fact that Stephanie reported that both women she spoke with on the phone couldn’t have been nicer and more patient. The whole process took less than 20 minutes. She’s now a fan of GMCR for life. It’s no wonder that GMCR is one of the fastest growing brands out there today, with 11 consecutive quarters of better than 40 percent net sales growth.

Editor’s Note: Make sure to check out the Sept. issue of Retail Online Integration, in which GMCR will be featured as the cover story profile (written before my wife’s personal experience with the brand). Take advantage of the opportunity to learn from a brand that’s doing things right.

How Green Mountain Coffee Roasters Saved a Customer

Talk about valuing your customers and providing exceptional customer service! It’s no wonder that GMCR is one of the fastest growing brands out there today, with 11 consecutive quarters of better than 40 percent net sales growth.

I wanted to make public a recent experience I had with Green Mountain Coffee Roasters (GMCR). My wife, Stephanie, an avid coffee drinker (and a shopping nut, who’s probably better suited to be writing a retail blog than yours truly, who looks forward to a trip to the mall with the same enthusiasm as a trip to the dentist), received GMCR’s Keurig brand Special Edition Single-Cup Brewer system nearly 10 months ago as a wedding shower gift.

Excited at the thought of enjoying GMCR’s specialty coffee blends brewed fresh each morning, Stephanie couldn’t have been happier. After the long, harsh winter we had in the Northeast part of the country, I can attest that the brewer was put to good use. All in all, the Keurig brewer was a hit, making just the right amount of coffee for our house. And Stephanie was a loyal customer, restocking her supply of the specialty coffee K-cups with purchases at local retail stores. That is, until this summer.

The complaints were few and far between at first — it wasn’t always brewing a full cup; the coffee splattered out at the end of brewing, leaving a mess on the counter; and sometimes when turning the machine on to “get ready to brew,” it would make a grinding noise and then just shut down — but grew louder as time went on. So Stephanie decided to take action.

Her first step was to go to GMCR’s website for info. on its warrantied products. After learning that we had a one-year warranty from date of purchase, Stephanie called the customer service phone number listed on GMCR’s website (she didn’t see an email address to send a message to). After providing some basic information — name, address, phone number, item purchased — her call was transferred to a GMCR product technician.

Upon confirming the purchase type and date of purchase via serial number, Stephanie was asked to explain the problems she was having with her Keurig Single-Cup Brewer. The technician on the other end of the line walked Stephanie through some “troubleshooting” ideas, but none of them corrected the problems.

Satisfied that the error lay with GMCR, the technician said a replacement would be mailed out to us within seven to 10 business days. Not only that, but in recognition of her troubles, GMCR was throwing in two boxes of its specialty coffee blend K-Cups as well.

Talk about valuing your customers and providing exceptional customer service! Not to mention the fact that Stephanie reported that both women she spoke with on the phone couldn’t have been nicer and more patient. The whole process took less than 20 minutes. She’s now a fan of GMCR for life. It’s no wonder that GMCR is one of the fastest growing brands out there today, with 11 consecutive quarters of better than 40 percent net sales growth.

Editor’s Note: Make sure to check out the Sept. issue of Retail Online Integration, in which GMCR will be featured as the cover story profile (written before my wife’s personal experience with the brand). Take advantage of the opportunity to learn from a brand that’s doing things right.

Melissa Campanelli’s The View From Here: How to Enjoy March Madness at Work (Thanks, Web Technology!)

As a die-hard sports fan, not to mention college basketball junkie, March is gluttony at its finest. I’m not alone in my revelry. Round-the-clock action serves as a rite of spring for sports fans across the nation, who are rooting on their alma maters, local universities and, of course, whomever they’ve penciled in to their brackets. But with the “madness” comes a real dilemma: How do you watch the games when they’re being played in the middle of the day during the workweek?

This week we have a guest post in my spot: Joe Keenan, senior editor of All About ROI and eM+C … and sports fan.

As a die-hard sports fan, not to mention college basketball junkie, March is gluttony at its finest. I’m not alone in my revelry. Round-the-clock action serves as a rite of spring for sports fans across the nation, who are rooting on their alma maters, local universities and, of course, whomever they’ve penciled in to their brackets. But with the “madness” comes a real dilemma: How do you watch the games when they’re being played in the middle of the day during the workweek?

Worry no more. CBSSports.com has got you covered — and without the risk of getting caught. (CBS is the official broadcast network of the NCAA Division I Men’s Basketball Championship.) While the site has broadcast live streaming video of NCAA tournament games since 2004, helping stranded office workers like me keep track of the action, the threat of getting caught by the boss was always a deterrent hanging out there.

Enter the “Boss Button,” a tool that when clicked hides the live video action on the screen and silences the audio, replacing it with a “business-like” image. Slacking off at work has never been made so easy.

Designed by cartoonist Scott Adams, creator of the Dilbert comic, the boss button was first rolled out in 2009 to more than 2.77 million clicks. The functionality has been redesigned for this year’s tournament, and sneaky office workers have taken notice: The button was clicked more than 1.7 million times on the tournament’s first day alone, more than 60 percent of the total clicks of the boss button for the entire 2009 tournament.

And there’s an entire contingent of fans out there who are watching the action apparently without repercussions. Consider the following traffic statistics released last week from CBSSports.com:

  • 3.4 million hours of live streaming video and audio were consumed by 3 million unique visitors to the NCAA March Madness on Demand video players on the first day of the tournament last Thursday, a 20 percent growth versus 2009 — both numbers represent the largest single day of traffic for a live sporting event on the internet;
  • 2 p.m. to 2:59 p.m. ET was the most watched hour last Thursday with 533,000 streaming hours (16 percent of the total for the day), peaking at 2:45 p.m. with 147,000 streaming hours; and
  • the most watched game from last Thursday was the double-overtime Florida vs. BYU game with 521,000 hours of streaming video and audio, a 50-plus percent increase over 2009’s most watched game from the first day of the first round (Washington vs. Mississippi State).

“The continuing evolution of NCAA March Madness on Demand gives our fans even more reasons to stay connected to the tournament on a daily basis,” said NCAA Senior Vice President for Basketball and Business Strategies Greg Shaheen in a CBSSports.com press release. “Tremendous first round games, enhanced features in the MMOD player and solid early traffic numbers all point towards an exciting few weeks to come.”

Has your company found success streaming video online? How about implementing a special functionality on your site such as a boss button? Tell us about your experiences by posting a comment below.