American Girl makes shopping childs play


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#112 in the Project comes courtesy of an e-mail by Darran Miner:

american girl new york“A purple goldfish for you – The American Girl store in NYC – outstanding customer service.

I went there a couple of years ago with a list of items my wife provided. Having never been to the store before, I asked the sales rep where the Kit doll was. She asked if I had any other items I needed so I showed her the list. She took it and within five minutes was back with everything I needed and I was out the door. And this was during the holiday season!

Fast forward to this past Saturday I am back in the store with my wife and a mental list (since the wife was with me there was no need to write anything down) of items we are looking for. The line was long to get in the store but moved very quickly. Once inside the store, it was packed – people everywhere! Hardly room to walk. Mom’s with their daughters who are carrying their dolls. Dads in the corner trying to stay out of the way. And then there is me standing in the middle of it enjoying my best retail experience of the holiday season. While my wife was poking around looking at stuff, I relayed the list of items to the sales rep working the floor and she brought me everything. Once the pile got too big she even brought me over a couple of shopping bags to make it easier to carry them. I am telling you – this was hands down the best holiday shopping experience ever. Paying the bill was another story . . .”

Today’s Lagniappe (a little something extra for good measure) – What do you get when you combine American Girl, YouTube, stop motion animation and Sir-Mix-a-Lot?

How do you stand out in the sea of sameness and go the extra mile with a signature service like American Girl? How do you win repeat customers and influence word of mouth? Are you Giving Little Unexpected Extras?

What’s Your Purple Goldfish?

Download the FREE eBook here

Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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