I heard a talk yesterday by Gary Vaynerchuk about his new book: The Thank You Economy.
His basic premise is that for companies to succeed in the coming decade they will have to genuinely care for their customers. By caring, he’s not talking about sending thank you notes or coupons to buy more. He advocates the need to care passionately and personally, to create a sticky experience focused on what’s best for the customer, not for you. While at the end of the day it’s business, you must humanize the interaction with customers to continue to win their business and maintain loyalty.
He argues that if your caring baramoter is a Zappos, you’re aiming too low. You need to blow their customer care out of the water.
What do you think? Are you planning on reading his new book? Are you evaluating how to revolutionize how you care for customers?
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