I'm not much of an Yves Rocher shopper, but my wife sure is. And apparently she's not the only one.
Recently she received this email from the company apologizing for their site being down intermittently during the busy shopping season.
What better way to build brand loyalty that thanking your customers for their patience by offering them something in return. In this case Yves Rocher extended their free shipping promotion to account for the problems with their website.
Too rarely do we see companies using the web to react quickly to situations. The medium is a great opportunity to change negative experiences into positive ones at a very low cost.