Timbuk2 has a guarantee that extends from here to . . .


Share on LinkedIn

Straight from the Mission in SFO . . . a company that understands and harnesses (no pun intended) customer experience

Submitted by Gina Mieczkowski of Charming Sundries. Timbuk2 literally straps on to the Purple Goldfish Project at #392:

My Timbuk2 Purple Goldfish experience

“Because I believe in the power of all things Social Media, I had expressed on Twitter my unhappiness over my Timbuk2 bag’s strap “squeeking” . To my surprise (relief) I received a message from @Timbuk2 advising me to call the CS department and that I would be taken care off. The CS team sent me out a new strap for my bag, no questions asked.

Timbuk2 presents themselves as a company that would behave in exactly such a way, and they “walk the walk”. You’re not just buying a bag, you’re buying an EXPERIENCE. They want to make sure you are happy, they GET IT. They go out of their way to make owning their product a positive experience, from the time of purchase (if you order a custom bag they include a polaroid of your bag being “born” with people outfitted in surgical scrubs) to everyday usage as my experience proves.”

Great example. The folks at Timbuk2 as Gina says, “GET IT”. Here is another purple goldfish that I stumbled across on their website:

timbuk2 bag recyclingIf you ever stop loving your current Timbuk2 or you’ve simply had enough with the bag, the company gives you the ability to recycle it. Here’s how it works:

“Since 2009, we’ve partnered with the San Francisco-based non-profit, At The Crossroads to put your loved bag in the hands of those in need.

At The Crossroads reaches out to San Francisco’s homeless youth and young adults to help them build healthy, fulfilling lives. Through nighttime street outreach, one-on-one counseling, and partnership collaboration, At The Crossroads accesses young people typically overlooked by more traditional services. Thus, they provide support and services for those most in need. At The Crossroads distributes Timbuk2 bags to their clients to provide a small but much needed boost in spirit.

So when you recycle your bag with Timbuk2, you’re helping San Francisco homeless youth get back on their feet. We feel really good about your role in this partnership, so Timbuk2 will give you 20% off your next purchase for every bag you recycle with Timbuk2.”

Today’s Lagniappe (a little something extra) – an interview with Timbuk2 CMO Kevin McSpadden courtesy of Jana @ Spreadshirt

In Search of Your PURPLE GOLDFISH. ‘Give your customers something to talk, tweet, blog and post to Facebook about’

Click here to download the FREE Purple Goldfish eBook.

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.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here