How Green Mountain Coffee Roasters Saved a Customer

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.