Delivering on the Promise by Josh Kowitt

Thanks to a friend, I have turned into small-time mileage/reward program junkie.  This extends beyond airline miles to bus trips.  I bought a ticket on Bolt Bus for a trip to NYC next week.  I forgot to login to my Bolt Bus account before buying the ticket and did not get credit for the sale (e.g. free bus ride every five or ten rides).  I e-mailed Bolt and asked if they could add the purchase to my account.  31 MINUTES LATER THEY REPLIED!  My mother doesn't even call me back that fast.

Business Analysis: Short, quick e-mail responses to any (even non-revenue generating) inquiries endear trust.  More so, you can handle many more e-mail CS issues per hour or per day than via phone.

www.boltbus.com

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