I always like to write about real-world examples of great marketing, so here's today's story.
A few weeks ago, in my eternal quest for decent low-fat snack chips ("crisps" to my British readers), I bought a bag of a new (to me at least) brand of rice chips called Mr. Krispers.  Well, the experience was disappointing -- I felt like I had bought a bag of salt tablets, not sesame chips.  There was so much salt on these chips, they had to be scraped to be eaten, and even then, they were too salty for my tastes.
This just didn't seem right, so I wondered if there was a production problem.  The Mr. Krispers website has a "contact us" button, so being the dutiful consumer, I entered a comment about my over-seasoned chips.
A few days later, I received an e-mail asking me for more details, indicating that they didn't think it was the normal experience, and could they have my shipping address.  
So I was pleased to see a big ol' box sitting on my porch when I arrived home today, containing a case of Mr. Krispers, in several different flavors.  The verdict -- I tried two different samples, and both tasted much better than the first experience.  Good stuff; I liked the chili lime flavor, and still have others to try.
Now, the marketing or customer relations person at Mr. Krispers was just have been trying to make one consumer happy.  But I'm making sure it pays bigger dividends for them by blogging about the product and the experience.  
This kind of one-to-one vendor/customer (or vendor/partner) interaction is one of the key contributors to my success at IBM Lotus.  Through this blog, e-mail, IM, conferences, etc., the feedback, advice, and criticism you share with me every day is incredibly useful.  Let's keep it going.

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