Giving Thanks to Improve Overall Experience

Thank your customers!

We talk a lot about customer experience and ways for businesses to improve their relationships with their customers. With Thanksgiving right around the corner, we wanted to highlight how giving thanks and showing appreciation can help improve not only the customer experience, but the employee and community experience as well.

We have found that defining a successful customer or employee experience comes hand in hand with showing consistent gratitude to both parties. Businesses, especially retail, can benefit by creating a “thanking experience” to show customers how much they appreciate their support. This does not have to be a huge expense on the business’ part, but can be as small as a discount on the customers’ birthday. It is a collection of these small efforts that add up in the consumers mind as being appreciated. For employees, it can be as simple as an early release before a big holiday to give them a jump start on travel or family plans. Again, these small gestures go a long way.

Here are a few more examples of ways businesses can reach out to customers and employees to improve their overall experience.

Be Personalized

Although we’re living in a digital age, hand-written thank you notes still make a significant difference. Zappos, an online retail site, has been known to send personalized thank you notes to customers who call their customer service department. This added touch from a large company like Zappos shows the company is focused on putting the customer first and helps reinforce a quality customer experience.

Our President, Dave Rennyson, recently wrote thank you cards to our customers, letting them know how much Angel appreciates their partnership. At this time of year, we’re thinking about our customers and want to add a thoughtful touch to show how thankful we are.

Our president, Dave Rennyson, signing holiday thank you cards

Our president, Dave Rennyson, signing holiday thank you cards

 

Proactively Communicate

Companies can show their employees appreciation by sending them a message during the holiday season to just say thanks. New research shows that “high recognition culture companies” generate 12 times greater business outcomes just by showing their appreciation to employees. For example, a CEO or president can use proactive, outbound communications tools to just say thanks across several channels including phone, email or text message.

Give Back

Many companies understand their community support efforts are a direct reflection of their employee culture and are a great way to give back. For example, Heineken recently surveyed its employees and learned they wanted to be more involved in the community. Based off of this feedback, the company created a program to partner with community organizations to help those with alcohol addictions. By collaborating with employees, Heineken was able to satisfy their employees and their community and improve the overall experience for both groups.

At Angel, we also heard from our employees and how they too wanted to get more involved with our local community. This holiday season, we are leveraging our Outbound and Inbound IVR technology to design, build and deploy an application to support Our Neighbor’s Child, a non-profit, community-based organization, which began in 1992 by providing holiday gifts for children in low income families in western Fairfax County, VA. Today, they provide gifts for over 2,200 children each year. Angel is also collecting giftts for over 80 children to further support the holiday efforts of ONC.

What is your company doing to say thanks to their employees, customers, or the community this holiday season? Let us know below!

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About the Author: Lisa P. Bonanno serves as the Director of Corporate Marketing. As a marketing veteran, Lisa sets the vision and direction of Angel's marketing strategy to build brand equity and drive revenue growth. Prior to joining Angel, Lisa led the high-profile B2C Signature Program, Help the Homeless, at Fannie Mae and grew it year over year under her leadership. She holds a Bachelors of Science Business Administration degree in marketing from American University and a MBA from Marymount University.

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