The Thank You Economy

A fresh (relatively - 2011) read on the importance of relationships and taking care of your customer. The authors explore various ways of connecting to those who buy your products and services, placing a specific emphasis on the role of various social media.

The key take-aways from The Thank You Economy summarized by Get Abstract:

• Your great-grandparents grew up in a world where good customer relationships mattered.
• But corporations’ restless pursuit of profits has led to the elimination of all unnecessary niceties in order to cut costs.
• Social media have returned power to the customer, making firms more mannerly and creating the “Thank You Economy,” which cares “obsessively” about customers.
• The “culture of caring” must start at the top and reverberate through the organization.
• If you want your culture of caring to reach the customer, your employees must share your philosophy. Care more about them than about your clients or your competition.
• Interactions with your customers must be heartfelt, visceral and authentic.
• If your forays into social media haven’t worked, you’re probably doing it wrong.
• Quality is more important than quantity when it comes to social media initiatives. “Use shock and awe to blow your customers’ minds and get them talking.”
• Despite – and due to – technological advances, marketing is more difficult now than ever.
• Social media likely will change in the future as new technologies give rise to new ideas and platforms, but the vibrant, vocal online community is here to stay.