“Only 20% of the people I reach out to actually take up the offer, but 100% of them know I’m personally committed to making sure their experience is good.”
Pilot’s CEO emails new customers by hand with a scheduling link and says it beats any automated sequence. The pitch is honest about the goal: customers with problems reach him directly “rather than angrily tweet about it.” Pilot claims thousands of customers, and 80% of them never take the call. The CEO personal touch is a brand play that works because almost nobody uses it.