Consumers are more discerning about where they spend their money these days. In addition to a great product or service, consumers want a great experience. Studies show that people will actually pay more for a great experience. 

Customer service is an important part of the customer experience. Typically someone is going to customer service when they have a problem. So they may already have some negative feelings. How the situation is handled says a lot about the company. When the problem is resolved quickly and the consumer feels the company went above and beyond, it goes a long way towards earning loyalty.

I’ve mentioned before that I love Haumana. Their bars are great, their logo is cute, and their social posts are fun. But when I really became passionate about them and my loyalty was solidified, was when I started participating in their monthly game of guessing the flavor of the month. One of the founders of the company personally replies to the guesses people submit. I love everything about that. Great way to engage people, it’s fun and it’s nice to see an owner that cares about connecting with customers. She was kind and chatty and it just made for a really nice experience.

Shortly after the first time I responded with my guess of the flavor, I placed my first order. As I’ve already said countless times, I loved the product. The experience was so great that I decided to subscribe and get the bars monthly.

The first couple of months went well and then on the third month, I got a notice that my box had been delivered but I couldn’t find it anywhere. I contacted Hauma to see if they could help me locate it. They responded quickly and asked for the details so they could help me look into it.

It’s important to note that the issue here was with the postal service and not Haumana. They marked the package as delivered.

I guess one of my emails wasn’t clear (I have a knack for rambling a lot and somehow not getting the important details in!) so they called me to clarify and get it resolved for me.

I was really busy at work and didn’t call them back (I’m sorry!)  They were so diligent in calling and following up. They really went above and beyond. I was so impressed.

I did end up getting the box of bars and even though Haumana wasn’t responsible for the problem, they really put a lot of time and effort into helping me. I am grateful and wanted to give them a shout-out. Great product and great experience.