Tommee Tippee UK Was Listening to Customers
Tommee Tippee, a manufacturer of baby products became aware of a tweet from Marc, a father who has a severely autistic child Ben. The tweet described how Ben was in need of a particular Tommee Tippee cup which he was reliant on, without which he refuses to drink – even to the point of dehydration and hospitalisation. Tommee Tippee had discontinued production of the cup in question and so did not have any in stock. Thus the campaign #CupForBen was born.
This awesome story touched thousands of people and the search for Ben’s cup soon spread across the world. Tommee Tippee got involved and contacted Marc the following day to assure him that they would do everything they could to help. The company went on to arrange for any cups matching Ben’s to be sent via the Tommee Tippee freepost address, and their staff in all their branches all over the world also launched a frantic search for Ben’s cup, and even went a step further to produce and circulate a handy guide for all those searching to help identify the correct cup.
Meanwhile, Tommee Tippee factory team discovered that the tools to make the original cups were still stored away and were in usable condition. After hundreds of thousands of likes, shout outs, retweets, shares and likes across Twitter and Facebook, Tommee Tippee announced that they would be producing a limited run of the discontinued cup, especially for Ben, ensuring that he has a lifetime supply and that his family will never have to worry about finding another cup for Ben.
This story is awesome not only because Ben got a lifetime supply of his cup, but also because Tommee Tippee scored huge brownie points with their customers and non-customers alike because they were listening. Indeed it pays to listen to your customers wherever they are.
"Customer service is the new marketing." Derek Sivers, Founder CD Baby