You might not consider billing as a great place to start earning word of mouth. After all, what’s there to talk about? Customers send in a payment, you send them a receipt, and the transaction’s done.
But if you’re Sports Illustrated, billing is a great opportunity to earn a loyal fan. When one subscriber overpaid by a penny, the magazine offered him a deal: They could keep the extra penny and send him an extra issue or cut him a check if he preferred it.
Which one do you think the subscriber took?
The time and effort it would have taken to refund him a penny would have been close to the value of just tacking on another issue. That means this move was not only nice, but also budget-friendly.
Are you watching out for these subtle opportunities to step in and make someone’s day?