Godiva Turns a Postal Snafu into Sweet Service

Here’s a Story from a Multichannel Merchant Reader Who Recently Received a Catalog from Godiva Chocolatier. For some reason the catalog arrived with “postage due” of 58 cents. The reader could see that the catalog had the standard postage-paid label, but someone ran it through the meter and put a 42-cent label on it as well. He called Godiva and explained, and the rep was very apologetic. (And when he took the catalog back to the post office, the clerk actually asked him if he wanted to pay the 58 cents!) Two weeks later, the reader received a 19-piece gift box of chocolates, along with an apology, from Godiva. Says the reader: Is there any wonder Godiva consistently gets such high service ratings?

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