Lately the Dallas Zoo had a live video feed which drew over two million online viewings. The feed revealed the pencil of a giraffe called Katie who would give birth to a calf any day now. The arrival and the calf’s first steps can be viewed by anyone with an online connection. The very same cameras which held zookeepers riveted also held animal lovers around the world riveted and now vested in the Dallas Zoo in some manner.
Though they never said it outright, the Dallas Zoo had the love of the gentle giants to boost their public image after a gorilla attack had them at the national news a couple of years back.
In case you don’t have a child under the age of three in your house, allow me to clarify Sophie the Giraffe. Somehow this teething toy has turned into a franchise which includes blankets, books, and bath linens. Sophie was the brainchild of a French guy who recognized the way the form of a giraffe would be easy for small children to catch in their small hands. This was in 1961. The remainder is teething giraffe history.
There is just something about giraffes that go viral and bring out the very best in people (even the small ones that are cutting teeth). That is why they’re included in our series about creating memorable customer experiences like those from the next two stories.
“That is not a tiger; that’s a giraffe.”
Sainsbury’s is the second biggest supermarket chain in the united kingdom. But that did not stop one small girl from telling them about a”mistake” she believed they had made. Lily wanted to know why her beloved Tiger Bread was known as Tiger Bread when it, in actuality, appeared more like a giraffe. Customer support team member Chris King hit one out of the park with his reply, stating that whoever created the title was”a bit silly”.
Several months later, the most of the Sainsbury’s stores changed the title of the bread into Giraffe Bread, per Lily’s suggestion. When an whole company listens to the suggestions of a three and a half year old client, you can be sure that they listen to every one their customers.
Joshie’s Extended Holiday
When a young boy realized that he had left his favorite stuffed giraffe behind in the Ritz-Carlton following his family’s recent stay, he was distraught. His father told him that Joshie was just taking a long vacation. Meanwhile, the staff in the Ritz-Carlton had discovered Joshie from the laundry and called to allow the dad know. As a favor, the daddy explained the story he’d told his son and asked if they would mind taking a photo of Joshie lying beside the pool to support the narrative. They said they would and hung up the phone.
A couple of days later, a package arrived from the Ritz-Carlton. Interior was Joshie and an whole binder filled with pictures of the experiences he had had on his extended vacation.
The Ritz-Carlton is famous for being a luxurious place to stay. Any location that goes to those lengths to care for a small boy’s stuffed giraffe can make any stay feel luxurious. It’s the type of memorable customer experience that we can not help but speak about online and in person. Those sorts of stories are merely great for business.
What can you do to make positive, memorable customer experiences go viral? The experiences don’t need to involve a giraffe, but it seems to help.