Last week I had an issue with a product I purchased from Photojojo. I emailed them hoping they’d have some insight or solution. The solution? “A whole mess of store credit or a video of the whole office doing a dance,” from Julieanne, a Dinosaur Resources Director/Photojojo Customer BFF. Along with this offer, she and I exchanged several emails trying to fix the problem I was having. The entire conversation fell in line with how I converse with friends.

I’ve been shopping on photojojo.com for years now. To be honest a handful of their items haven’t exceeded my expectations – the handle broke to the speech bubble chalkboard, their camera lens coffee mug leaks and now some of my polaroid postcards are being returned due to size. Yet they continuously win me over with the awesome experience I have interacting with their brand – from their website, to purchasing to their personal photo blog to the plastic dinosaurs they put in every shipment.

Companies invest huge dollars to have conversations with their customers on a large scale, yet so many miss the mark on the small conversations. Customer service for most companies is defined by 5-7 minutes of fumbling through broken voice recognition just to talk to an uninterested rep or immediate, automated email responses from a donotreply@emailaddress.

Being human wins every day. No matter how advanced technology becomes, we can’t neglect the human element. Thank you, Julieanne. Though half your group was too shy to dance for me, I’m a customer for life. – Brit