Kindness may be a simple concept, but it has the ability to create a tremendous impact. When a person does something nice for you, you will likely feel compelled to return the favor. In social psychology, this is known as the Law of Reciprocity. Through relationship marketing strategies, your company can harness the power of generosity, and witness positive results.
Here are a few ideas of how you can practice kindness in a way that benefits your business:
In this world of advanced and expanding technology, the way we approach and interact with customers is changing. We can use ‘big data’ analysis to learn an incredible amount about our consumer base, and we can reach out to target groups through extensive online platforms. In these ways, technology is valuable. But there are many old-school customer service strategies that simply cannot be replaced.
When it comes to professionalism and exemplary customer service, no industry compares to hospitality. Hotel employees put their patron’s satisfaction first, and in this way guarantee loyal customers. The quality of a hotel is defined by the quality of its service – and other industries can benefit by applying this mindset towards their own business.
I looked up loyalty in Wikipedia this morning. Their definition is: devotion and faithfulness to a cause, country, group, or person.
Note the glaring omission from that list? A brand.
Loyalty DOES exist for companies. People tattoo the Harley Davidson logo on themselves, the cult of Apple is legend, and Amazon’s ability to consistently exceed customer expectations has created an army of fans.
So why doesn’t Wikipedia recognize the loyalty between individuals and the brands that serve them?
Which companies deliver good customer service, and why are these companies so great at what they do? A quick check of the “best of the best” lists reveals the usual cast of companies–Amazon, UPS, Marriott, Apple, Chick-fil-A, Trader Joe’s, and a number of others. What are the reasons for their being at the top? They consistently deliver on promises, they treat customer nicely, and they do the basics well.
Many hospitals, including the Cleveland Clinic, are implementing a variety of strategies to improve the patient experience —an issue that’s rapidly becoming a top priority in health care. The Accountable Care Act now links performance related to patient-experience metrics to reimbursement. For the first time, the pay of hospitals and eventually individual providers will be partly based on how they are rated by patients. Few disagree on the importance and the need to be more patient centric, but what exactly is the “patient experience”?
Using powerful phrases and the right words when you communicate gives you the confidence that you’re communicating your best. As a result, your customers’ perceptions of service will be positive. It’s all about the words you choose. What you say can make all the difference in how your customers view you and your company.