The Baurdi Customer Service Experience
We are all quick to point out that a poor customer service experience kills branding, but here is a good experience that just blew me away in its simplicity and personalization.
I bought a new wallet through a Facebook ad (see, Facebook ads do work). The interface worked fine. I ordered the wallet, and then I got an email I was not expecting: It was a video email from Brett, the founder of Baurdi. He was holding my actual package in the video and thanked me for the order and told me when it would ship. In the package was a brand statement that the reason Brett personally packages and ships each order is to guarantee I have the best experience possible. Wow.
By the way, I love the wallet (5 stars), but I really love the experience (10 stars), which I share every time I have the opportunity — like right now. In this high-tech age, some are using high tech to deliver higher levels of personalization. That experience has made all parts of the journey (advertising, buying, anticipating and receiving the product) work so well. Let’s give Brett a hand.
And let’s give him a shoutout: See the leather wallets at www.baurdi.com. Tell Brett Ehresmann that Mark sent you.
Mark Mathis III is chief creative & strategy officer, partner and cofounder of AMPERAGE Marketing & Fundraising.
Mark Mathis
Mark wrote his first direct-mail fundraising letter in 1981 for the University of Iowa Center for Advancement. The effort raised a few million dollars in undiscovered wills and legacy gifts. From that day forward Mark discovered a love of the big idea that moves the needle. After 12 years at KWWL, Mark became a business owner as a co-founder of ME&V — rebranded as AMPERAGE in 2015. After 25 years of leading creative teams in video production, graphic design, PR, writing and web development, Mark transitioned out of ownership in 2021. Today he serves in an employee role as special projects consultant. He is creatively ambidextrous — son of an artist and engineer — and famous for distilling complex ideas down to a few words and a few visuals. Mark is a writer. When he found that many nonprofits struggled with complex branding puzzles, he wrote the book, “NonProfit-NonMarketing .” He also wrote a novel called “Reenactment.” Mark is an active blogger OneMinuteMarketer® with nearly 1,000 readers each week on LinkedIn, Facebook, Twitter. One of his most popular YouTube videos is on “How to Look Good on Zoom.” One of Mark’s fondest business memories was being named to INC 500 two times and attending the INC 500 conference with other winners. Mark is considered by some a Civil War expert (and that explains his novel). Mark also served as an adjunct professor in the business and in the communications departments at Wartburg College. Mark is a graduate of the University of Iowa and is currently vice president of the University of Iowa Journalism and Mass Communications Advisory Board. Mark is married to state Sen. Liz Mathis, and the two love to travel, even when it means being trapped by a volcano in the Czech Republic for three weeks.
