This weekend, I turned on my cable box to find that I was now receiving about 20 more high definition channels than in the past. I could now watch wonderful shows like Rescue Me or Dirty Jobs in HD. And the best part of this was Cablevision provided this upgrade without additional charge to me.
Every now and then a company surprises you by doing something wonderful that, in your eyes, was completely unnecessary. If I'm already a customer, why does a company go out of its way to do something for me? But why are we so surprised -- it makes a lot of sense. When a company improves its service without any monetary grain it benefits from improved customer loyalty. More importantly, the company is now providing a better product to win the public's heart and to gain the advantage over its competitor.
Whether it is Apple's iPhone Application store with free third-party software, free coupons printed on pharmacy or supermarket receipts, or even Popeye's automated registers that will sell customers additional food at a discount, companies are benefiting from providing more.
Now if you excuse me, I have to go watch Mad Men.
Related Stories: | Topics:Innovation, Management, Work/Life, customer service, Dirty Jobs, Mad Men, television, HD, free, Rescue Me, Rescue Me, Cablevision Systems Corporation, Apple iPhone |
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Recent Comments | 3 Total
August 6, 2008 at 10:51am by John Agno
If you could do just one thing for your customers and your business...What would that be?
The answer to this question can only come from you. However, here are a few thoughts to help you think deeply about your answer.
Consider giving more of what you have away. One of the most potent laws of influence is the law of reciprocity. The law is that people want to repay, in kind, what another person has given to them. Reciprocity flows from the law of love (www.LawofLove.com) that is “the gift of giving” without the “hope of reward or pay,” or serving others.
The law of reciprocity is not what can best be described as "transactional reciprocity." Wayne Baker, a University of Michigan professor and author of the book "Achieving Success Through Social Capital" (Jossey-Bass), says that, "Many people conceive of their business dealings as spot market exchanges--value given for value received, period. Nothing more, nothing less. This tit-for-tat mode of operation can produce results, but it doesn't invoke the power of reciprocity and so fails to yield extraordinary success."
August 6, 2008 at 3:29pm by DJ Francis
Great post!
BTW: Mad Men is awesome. I work in a marketing firm and I'm learning a lot (especially about them account folks...)
August 6, 2008 at 3:56pm by Kevin Ohannessian
Thanks, DJ. I agree that Mad Men is an excellent show. I am sure one of these days an episode will inspire a blog entry.