Bose....The company that knows how to listen!

Lessons Learned from Bose :

• Deliver a Superior Product
• Listen to customer feedback
• Respond and address customer’s feedback
• Exceed Customer Expectations

I purchased a set of Bose in-ear headphones a while back mainly because of my positive experiences with the Bose radio and the Tri-Port Headphones. I really like music and Bose creates a favorable environment to the listening experience. I was satisfied with my purchase even though the size replaceable ear tips did not stay on. As I was stepping on the Treadmill last week to start my cardio workout and listen to the new Seal CD System (which is a great ) I realized that I was missing the right side ear tip and I searched all around the treadmill as well as retracing my steps from the locker room but could not find it. I was not happy and rightfully could have left the gym because my workout was running around searching for it.
ANYWAY, when I got home I went on line and put in a key word search for Bose in-ear accessories to see if I could order some new ear tips.
My search pointed me to a link: Complimentary Silicone Tips and Stability Enhancement Kit for Bose ... I literally fell out of my chair and this is what I found when I clicked the link:

“Thanks to everyone who gave us feedback on Bose® in-ear headphones.
We're glad there is a high level of overall satisfaction—especially for the audio performance and comfort when compared to conventional ear buds. The comments also revealed two opportunities to better meet the needs of some customers.
Here's what you told us, and what we've done:
The silicone ear tips become detached under certain conditionsWe've designed new ear tips that should stay more firmly in place on the headphones.
The in-ear stability of the headphones during certain activities, such as exercise, could be improved We've developed a stability enhancement accessory including a clothing clip and lanyard. Both reduce the cord's "pull" during increased activity.
As a Bose in-ear headphone owner, you can order a complete set of our new ear tips and new stability enhancement accessory free of charge.
Your satisfaction is our top priority and we appreciate your support of Bose products. We hope your Bose in-ear headphones continue to provide many years of enjoyable listening.”

Wow, was all I could say, not only were they willing to replace the ear tips but they also updated me on a lanyard stability accessory to keep my headphones positioned correctly…..get this…for NO CHARGE….zilch…nada…nuttin!
Being the optimistic skeptic (yeah I know….) I thought I would not qualify because I did not register my headphones or could not remember if I did when I purchased them but I filled out the form online anyway and lo and behold I received my packages a week later and my over exuberance cause me to order an additional set of ear tips in error so I received 2 sets of ear tips and the stability lanyard. I am speechless but should I or we should expect less? I remember a quote I saw from Delta Air Lines that stated something to the effect of “We want to exceed our customer’s expectations” and I remember at the time just thinking that was a big statement (especially for an airlines) and I only expect a company to meet my expectations but Bose truly exceeded it and have formed a nice union of Customer Relationship Management and Customer Experience Management to turn me into a soapbox advocate.

Bose makes superb products for the enhancement of listening experiences, they also know how to listen and do the right thing.