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Sunday
Jun052011

The Loyal Customer Experiment- The Results

Everyone has seen money back guarantees on products and perhaps sent them in for a refund. Companies take product complaints very seriously. But I wanted to see, do they really reward nice comments about their products? Sometimes it seems they only notice complaints.

So, I emailed (7) of my favorite products/companies today and let them know how much I loved their products. I also asked them to mail coupons.

Updated: As you can see in italics, the results were hit or miss! I'm kind of disappointed in the companies that didn't even email me back, much less send coupons.

Here they are:

  1. Diet Coke- Never heard from them
  2. Ragu- Their response: We are not distributing any full value coupons for our products.
  3. Stouffer's- Their response: we do not have a mailing program for complimentary coupons or product samples.
  4. Scott toilet paper- Their response: We do not have a program for sending product coupons on request.  However, you may want to watch for coupons or special offers which are advertised in newspapers from time to time.
  5. Kraft Foods- Nabisco, Jello, etc.- Never heard from them
  6. Nestle- Very Best Baking- Sent me coupons
  7. Chick Fil A- Never heard from them

And if you want to do your own experiment, all you have to do is go to your favorite company/product web site and let them know you like their products.

I am going to try this experiment with a few more companies and let you know what happens. But I was overall surprised that the results were hit or miss. I thought companies would work harder to retain loyal customers. They seem to be more focused on compensating upset customers.

 

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Reader Comments (6)

I am betting that since the Extreme coupon program on TLC has publicized that companies will do this, they have been bombarded with praises and requests. If 1000 people did it no problem but if 500,000 people do it = big problem. Just my opinion!

June 6, 2011 | Unregistered CommenterSheila

Pop Chips has sent me coupons upon request.

June 7, 2011 | Unregistered CommenterRenee Strange

A few years ago lactaid sent me coupons. I even got one for their ice cream. I was really emailing to find out where to find the ice cream so my poor son was not left out all summer.

June 7, 2011 | Unregistered Commenterann

This isn't about coupons, but about retaining local customers. My husband and I have visited a local Perkins restaurant 2 times recently and both times were to say politely, disgusting! Bad food, bad service and overall a dirty environment. I wrote Perkins Restaurant corporate to complain about this particular location and never heard a peep. I was hopeful in thinking that they would perhaps send a "try us again" incentive, but nope, I guess they aren't interested in obtaining loyal customers by performing some form of damage control. Due to the non-responsiveness on their part, we will never step foot in another Perkins restaurant again.

June 7, 2011 | Unregistered CommenterPBnJ

I sent an email to Dannon to complain they don't have coupons for the plain Natural Yogurt but do for most of their other products. I included my mailing address just in case they decided to publish coupons for that product. Within just a day or two, I received an email thanking me for contacting them and saying I would be receiving coupons in the mail in a few days.

June 8, 2011 | Unregistered CommenterJoy

We use a lot of small toddler sized juice boxes to treat my son's low blood sugar (he has Type 1 diabetes). I can never have too many coupons for Nestle Juicy Juice & Hansen's Junior Juice. I decided to email a short note to each of the companies to see if I could get any coupons. Nestle, who makes Juicy Juice, sent me (2) $1 off ANY Juicy Juice product coupons and Hansen's sent me (2) FREE product coupons good on a 4-pack of Junior Juice and (2) more Save $1 off a 4-pack... which I find on sale for $1 all the time!

June 8, 2011 | Unregistered CommenterJennfer M.

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