Gratitude, like love, is most
genuine and most appreciated when it’s not only said, but also shown. When it’s expressed not just on the
quintessential holiday, but also every day of the year. When companies not only say “thank you for
your business,” but also show their customers or members that they appreciate
them.
In 2010, Return on Behavior Magazine reported, in its “50 Facts About
Customer Experience,” that 70% of buying experiences are based on how a
customer feels he or she is being treated.
Furthermore, the magazine reported that it takes 12 positive experiences
for a customer to overcome one unresolved negative experience.
How can you make customers feel
good all year round? Make gratitude a
daily part of your operations. We’re not
just talking about gratitude for your customers, clients, donors, or members,
either. Gratitude for colleagues,
partners, and vendors counts, too.
Making respect for one another’s talents and contributions part of your
culture creates a natural environment of appreciation that extends to your
customers.
As a result, providing your
customers with services or products that solve their problems and resolving
customer service issues promptly and to their satisfaction will be something
you WANT to do, not something you HAVE to do.
And that’s what builds real relationships. That’s true gratitude.
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