notes and views on crm, social media, and the human side of information technology

It’s About the Smile

I’ve had a funny experience in a supermarket.

The cashier was happy.

She didn’t just put on a fake smile: she radiated happiness. Throughout the one-minute transaction, she made me feel like she was genuinely delighted and honored by the privilege to serve me.

Surely unexpected from a person making minumum wage and barely scraping by.

Point to ponder: what kind of customer loyalty would a company earn if it treated ALL its customers this way, regardless of channel, circumstance, person involved in the interaction?

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April 11, 2007 | Filed Under CRM 

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