CX Tip #30: Encourage Employees to Thank Customers

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CX Tip #30: Encourage Employees to Thank Customers
(Employee Engagement, Customer Connectedness)

Sprint’s Thank You Thursdays helps keep customers top of mind. Employees at offices, call centers, and retail stores enjoy getting together monthly to collectively write personal thank you notes to customers. Supplies and sample notes are provided, but employees are free to express thanks in their own words. Even the CEO participates in this activity. Sprint sent more than 700,000 thank you notes in 2012. Click for more info

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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