Your support inbox is worth millions 📦
The $20 customer service hack (for generating buzz)
A customer’s dog died. She reached out to Chewy to return an unopened bag of dog food. In response, Chewy’s support agent:
Gave her a full refund
Asked her to donate the food to a local shelter
Sent flowers with a handwritten note (!!!) 🌸
She tweeted about the experience and got over 650,000 likes. Wow!
This isn’t a one-off story.
💡 The Marketing Idea
When a customer shares something personal in support tickets → seize the opportunity to make their day. Send an unexpected gift, a handwritten note, or anything that shows you really listened.
While only 1% of customers will share it, that 1% can create MASSIVE brand love.
🏆 Billion-dollar moments from support tickets
Here are my favorite examples: