Any corporation willing to get satisfied customers, retain them, should invest time and resources to develop great, innovative products, communicate them, make them available anytime.
That’s all? Well, no.
The crucial investment, too many times neglected by corporations, is the one on the first customers of any company: employees.
The ability to engage the best starter for a Word of Mouth campaign, our employees, is a precious art.
People proud to work for a company, for a brand, are like giant living displays.
On the other side, frustration, disappointment are great deterrent for any marketing activity.
In tough times with hundreds of thousands of layoff, to retain this positive approach is far more difficult.
My takes on this:
- without satisfied employees is hard to have satisfied customers
- let your people express themselves. It will help you if they are happy, it will help you to face the reality if they are disappointed
- don’t try to put them on mute. You can’t stop stream of conversation, ’cause technology has empowered the voice of any of us
- listen to and ask for. The art of listening and understanding others point of view is precious gift as well as the ability to ask for the right question
Then, at the end of the day, as said by Yves Chouinard, Patagonia’s founder, “Let my people go surfing!”
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