How Shiseido Ended Up Surprising My Mom (and me) After All

Last week, I wrote about getting a gift for my mom for Mother’s Day from Shiseido.com. I wrote about a couple of ideas I had for improving their purchase and post-purchase flow. My main complaint with their post-purchase flow was that they contacted my mom (the person who the order was being shipped to), instead of me (the person who the order was being billed to) when they had some questions with the order before processing the order. By contacting my mom through email before she received the package, they essentially ruined the surprise Mother’s Day gift. To say the least, I wasn’t too pleased. 

A couple of days ago, something happened that turned this somewhat negative user experience into a very positive one. I received a package in the mail that contained a Shiseido product, Eudermine Revitalizing Essence, and a letter from Shiseido corporate communications addressed to me:

Image

To summarize, the letter acknowledged the negative user experience and mentioned that they sent the same complimentary product to my mom as well. Just to double check, I called up my mom and she had indeed received a second package from Shiseido with this product a couple of days after my original gift arrived in the mail. Like me, she had no idea that Shiseido was sending this product to the both of us to make up for the original experience with had — and she was very pleasantly surprised that her son was getting her yet another Mother’s Day gift. This amused me very much because, in the end, Shiseido did help me deliver a Mother’s Day surprise after all! Not to be one to take all the credit, I did tell my mom this was a gift from Shiseido to her (and not from me), but of course, she was still very happy to be getting another one of her favorite Shiseido products.