I've been pretty amazed at how some brands have responded to the disaster of Hurricane Sandy.
Chase Bank, as an example, told me that if I am late for my payments that they will understand. Honda also sent me a note saying it's ok if I miss my car payment this month.
American Express knew that I was traveling last week, and offered help to get me home safely.
When I stepped into a Best Buy, they had several tables with extra long power strips and coffee for anyone needing a charge.
I have also heard that NY Sports Clubs opened their doors to anyone who needed a hot shower and a phone charge. There are several restaurants who have cooked off all their food and have been serving it to anyone who needs a hot meal. Way to go!
This is how you do it, folks. You get into the lives of your consumers and you add value, particularly in a time of need, and I guarantee that you'll be rewarded. I have to say that I didn't think much of Chase before, but now they have my loyalty. Amex showed me another side to their customer service, and I will use their travel services again and again. And I'll be sure to swing by one of those restaurants once things get back to normal.
Any stories to share of how brands are responding to the diaster ... What's Your Experience? Jim.
President, Cohn & Wolfe NA
Author, The Experience Effect series
Marketing Professor, NYU