Does your company have a kindness budget?
I met this week with Ole Kassow whose Danish company (www.wemind.dk) works with companies to create happier cultures. One example was working with a Danish mobile phone company. Most European mobile phone companies have customer turnover rates of over 40%. Yes, they lose 4 in 10 customers each year and have to spend millions winning over new customers to replace them. Ole was working with them to focus on spending some of that money on making their customers want to stay and recommend the service to others. I liked this story he told:
“Call Me, the mobile phone company, has started working with Random Acts of Kindness. It's really exciting to work with, and really powerful. One story I was told was of Bitten, from Call Me’s customer service department, who had been helping a customer reduce her bills. This customer uses all her savings to fight for better animal welfare, so it's important to her that her mobile phone bill doesn't exceed her budgeted amount."
Creating a kindness budget can empower your employees to WOW your customers; and help your business stand out in the marketplace.
Here are some prompts for reflection:
- In what ways could creating a budget for "random acts of kindness" towards your customers improve customer retention?
- How is your firm working to create a WOW Customer Experience?
Interested in setting up a kindess budget? Schedule a Culture Call with us today: