- Listening: Dell
- Surprise: Morton’s
- Resource Sharing: Unisys
- 24 Hour Customer Care:KLM
- Enhanced Entertainment: ABC
I was most surprised by, well, the winner of the Surprise category, Morton’s. Who knew that a steakhouse would be a social media innovator? As the infographic explains, it all started when a traveler jokingly tweeted that Morton’s should meet him at the airport with a porterhouse steak. Morton’s didn’t think it was funny. They were waiting for the man with a lovely steak upon his arrival. The exceptional service and social media stunt was covered by the Huffington Post, CBSNews, Forbes and more.
And Morton’s chose to serve wisely. The lucky tweeter was social media consultant Peter Shankman. He posted about the experience on his social media blog in an entry entitled “The Greatest Customer Service Story Ever Told, Starring Morton’s Steakhouse” Here’s an exerpt from that post:
“Morton’s Hackensack is 23.5 miles away from EWR, according to Google Maps. That meant that in just under three hours, someone at Morton’s Corporate had to see my tweet, get authorization to do this stunt, get in touch with Morton’s Hackensack, and place the order. Then Morton’s Hackensack had to cook the order, get it boxed up, and get a server to get in his car, and drive to Newark Airport (never an easy task, no matter where you’re coming from) then, (and this is the part the continues to blow me away,) while all this was happening, track down my flight, where I was landing, and be there when I walked out of security!”
That’s service. That’s social. That’s good business. It goes to show that good service really can pay off!