I’ve been enjoying Readmill for a few months now. I was fortunate to get an invitation to Readmill when it was still in beta. The application is beautiful and has since become my reading application of choice. I’ve shared some feedback with Readmill via Twitter, some love, and some suggestions. They’ve always been prompt, gracious, and above all personal in responding. Today I received an email to thank me for being part of the beta release of the application. The email was lovely. What delighted me, was seeing the reply-to address:
Never in my online life have I seen such a lovely invitation to customers to keep offering feedback. No anonymous “no-reply@” or off-putting “do-not-reply@.” Instead, customers see a welcoming and wonderful opposite. Please reply. Gracious and personal. When I wrote back to express how delighted I was to see it, I received a personal reply from David Kjelkerud who promptly credited Orson Kent for the idea.