I love brands that use every customer touchpoint to delight their buyers. Most recently, I got the chance to fall in love with MOO. A UK-based firm with a U.S. office in Rhode Island, MOO prints mini and full size business cards, postcards, greeting cards and more. You can print different images on each card, and they also use recycled and sustainable products. MOO cares about beautiful design and quality products at a decent price. They inject their fun, friendly and bubbly brand into thousands of little things and really understand the concept of “enveloping” their customers in a brand experience that gets people talking.
I recently ordered some minicards from them to promote my book, Branding Basics for Small Business. I wanted to leave people with a reminder about the book, rather than having them scramble for a piece of paper and a pen.
First off, the automated email message about my order: Full of personality. It starts with, “It’s Little MOO again. I thought you’d like to know, the following items from your order are now in the mail:” and ends with:
Remember, I’m just a bit of software, so if you have any questions regarding your order, the best place to start is with our Frequently Asked Questions. We keep the answers here: http://www.moo.com/help/faq/. If you’re still not sure, contact customer services, (who are real people) at: http://www.moo.com/help/contact-us.html
Thanks for ordering with MOO – we hope you love your order,
Little MOO, Print Robot
They took a boring, bland auto-email and turned it into a reinforcement of my decision to buy from them. Easy. Simple. No extra cost to do this.
Secondly, packaging: Your package arrives in an appealing array. They use package messaging to further reinforce their quirky friendly brand, with little sayings like, “Yay! You’re Our New Best Friend” in the holding case I bought, and a wrapper on the box that said,
“Your MOO minicards are inside*
*Open them quick!”
Everything about them is small, compact and sustainable. They actually design their packaging to be reused. Here is what they say about this on their website:
We think receiving products from MOO should be something special. After all, it’s your artwork, your photography, your event or your business you’re promoting. Something to be proud of and something to be shared. So we custom design our packaging for re-use, resale and recycling. If it’s worth packing, it’s worth packing well.
Third, website copy: Just look at the clever and witty way their website copy is worded and you instantly understand their brand and what they are about. The brand promise carries through in tone and word choice. Friendly. Bubbly. Customer-service focused. Check out this page for just a taste. This is actually a website you want to read and enjoy.
It is very clear throughout all of their messaging that they stand for fun, quality and environmental sustainability.
What does your business stand for? It is clear across everything that you do that this is the promise you deliver? Why not take a look at some of the simple, inexpensive things that you do and see how you can inject your brand voice into them to delight your customers?