It’s the small stuff that matters in a relationship. Of course you’re expected to deliver the goods, but customers want to be recognised and appreciated – and savvy marketers know that every touchpoint is an opportunity to create a ‘special’ experience.

I don’t know whether Skype intended for this to happen or if it was a big karmic coincidence, but as I was browsing the skype site today I clicked onto a link to turn on Caller ID.

Take a closer look at the picture of the phone.

See how my name was added to the image. That’s a pretty unique touchpoint!

What do you think? I wonder whether it’s a result of:

1. A dedicated CRM effort lead by a highly detailed retention marketing team
2. Jonathan is the most inoffensive name they could find
3. There are more Jonathan’s than any other name – so they just used it
4. The creative guy’s name is Jonathan
5. It’s simply statistically more probable that Jonathan would want CLI

If anybody from Skype would put me out of my misery I’d truly appreciate it!

Until we know for sure, let’s applaud the team at skype for creating enough of a customer connection to get me to blog about them – as if they need the extra free exposure

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