Warm, Fuzzy, and Auto-Generated

Welcome me back from the corporate daze I’ve been in for the past year. From $16k phone bills (verizon) to DSL service slower than a mobile phone from 1989 (AT&T) to a CRM database which doesn’t associate emails with customer numbers (Ice Mountain Water), we here at our cute little shop of code have been soured by the serious lack of quality customer service . Enter CD Baby.

I went to cdbaby.com to purchase a cd. It wasn’t in stock. This is the email I receieved when I signed up to be notified when the cd was back in stock:

Hi craig –

You asked me to tell you when this CD arrived, and it’s here!



It’s back in stock now. You’re the first to know. It just got here an hour ago. We can send it to you in tomorrow morning’s mail. Just click this



Derek Sivers, CD Baby
the cutest little record store on the web
http://cdbaby.com <-- great new CDs added every day

Me thinks, thanks Derek! So, I click thru and buy the CD (you should too, its for a good cause), and I receive the following email confirming shipment of my CD:

Craig –

Thanks for your order with CD Baby!

Shipping Address
Xoprecious, c/o Craig Bryant

# Description Price Total
=== =========== ===== =====
1 JOSH NELSON & LUDVIG GIRDLAND: friends…for $19.95 $19.95

Sub Total $19.95
Shipping $2.25
Grand Total $22.20

Your CD has been gently taken from our CD Baby shelves with sterilized contamination-free gloves and placed onto a satin pillow.

A team of 50 employees inspected your CD and polished it to make sure it was in the best possible condition before mailing.

Our packing specialist from Japan lit a candle and a hush fell over the crowd as he put your CD into the finest gold-lined box that money can buy.

We all had a wonderful celebration afterwards and the whole party marched down the street to the post office where the entire town of Portland waved “Bon Voyage!” to your package, on its way to you, in our private CD Baby jet on this day, Thursday, March 15th.

I hope you had a wonderful time shopping at CD Baby. We sure did.
Your picture is on our wall as “Customer of the Year.” We’re all exhausted but can’t wait for you to come back to CDBABY.COM!!

Thank you, thank you, thank you!


Derek Sivers, president, CD Baby
the little store with the best new independent music http://cdbaby.com cdbaby@cdbaby.com (503)595-3000

Alright, that’s good. There is nothing novel about my consumer experience at CDBaby.com … it just worked. No, the big thumbs up here is the fact that these guys have a fantastic email that they’ve taken the time to craft. It made all the difference to me and I’ll always remember this little mundane ecommerce experience when shopping online. Who else does this? Amazon? No. iTunes? No. Travelocity? No. Hmmmmmm.