This amazing story on Adobe just bowled me over. It shows us, how companies can benefit from being ethical and putting itself in the customer’s shoes. Only if they could think from the customer’s point of you! Just imagine how much happier the world would be.
When companies would stop treating customers like numbers and see a human on the other side, that’s when they will experience the true power of loyalty.
This story is about Jonas (a “trimethylxanthine addict”!!) He had been using TypeKit for around an year when Adobe bought the company. Jonas decided to switch from spending $400 every year for a new CS suite to Adobe’s subscription model. Six hours after doing so, having paid his monthly subscription of $30 or so, he got an email from Adobe:
“You have bought a CS subscription. TypeKit is included in this subscription, we have refunded you your annual subscription cost for TypeKit standalone.”
It was totally out of the blue. Jonas had not expected it. Only If he had, he had to be prepared for complicated forms, phone calls, weird prorated numbers. Instead, without a move on his side, Adobe refunded Jonas the TypeKit subscription fee. Not because he asked but because Adobe thought it was the right thing to do.
So how did Adobe’s good karma come back to it. Jonas became a fan for life and a vocal ambassador. His post on Quora has 643 upvotes and more than 10,000 people read this amazing story worldwide.
That’s the power of good karma. This move by Adobe turned out to be much more valuable than the thousands of dollars spent on expensive PR campaigns!
A Helen Keller quote aptly summarises it