From the cover flap of
The Thank You Economy: “customers’ demands for authenticity, creativity, honesty, and good intent have made it necessary for companies to revert to a level of customer service rarely seen since our great-grandparents’ day…Companies that see the biggest return won’t be the ones that can throw the most money at an advertising campaign, but will be those that can prove they
care about their customers.”
In chapter 4 (From the Top: Instill the Right Culture), Gary-vay-ner-chuk explains that “Success in [today’s] thank you economy hinges on obsessively caring about the customer, yes, but a great caring culture stems from the top of a company and cascades through it like a waterfall.”
The author details the following as [Great Caring] Cultural Building Blocks:
1. Begin with yourself (ethics starts with you!)
2. Commit whole hog (mental commitment, as well as financial commitment)
3. Set the tone [at the top]
4. Invest in employees (care about employees, and they will care about customers)
5. Trust your people (starts by hiring right, and then listening to them)
6. Be authentic (“people can smell BS”)