By the end of the first episode of The Night Manager, I was hooked! This British spy series starring Tom Hiddleston, Hugh Laurie, Olivia Coleman and Elizabeth Debicki, is based on John le Carré’s novel of the same name and has already received an Emmy nod. Shot on location in Mallorca, Zermat and Marrakech, the The Night Manager is nothing short of a visual masterpiece and worthy of a binge.
Which is exactly what I did. After the first episode, I decided that this is one show I would not take in moderation and I purchased the entire series for $14.99.
Before I could even finish episode two, I received the following email from Amazon Video.
A little money back without having to ask? It felt like “Instant Karma!” as John Lennon would say.
When was the last time you received a refund for a la carte purchases after buying a packaged bundle or service upgrade? Seems rather unheard of! Most often, we are forced to make a choice between individual products and bundles or subscription-based services. All of which may cost less than if you purchased a la carte, but require you to spend more up front, and without the opportunity to apply a previous purchase.
My own recent purchases of Adobe, Apple Music, DropBox and Verizon services (cable, in general!), are perfect examples of just that.
Amazon Video’s instinctive customer service
It’s a binge-watchers digital dilemma: Buy by episode or purchase the entire series? With the Amazon Video TV Season Pass, the decision is effortless. Amazon’s algorithmic procedures solve the problem of overpaying by automatically refunding you for episodes purchased when you buy a series.
It’s an example of how human-directed technologies can be used to deliver what feels like a high touch experience. Receiving this digital karma, made me feel like Amazon was looking out for me, just like a trusted friend would.
Furthermore, it illustrates a core principle of customer service and hospitality: Give customers what they deserve, and they will come back to you.