Customer Review

2 of 3 people found the following review helpful
5.0 out of 5 stars Business begins with making people feel appreciated...and goes nowhere unless they do, 9 May 2011
This review is from: The Thank You Economy (Hardcover)
In recent years, an avalanche of research data generated from marketplaces throughout the world reveals that when asked to identify what is most important to them, workers and customers identify "feeling appreciated" as being either #1 or #2.

Re-read that sentence and you will understand what Gary Vaynerchuk has in mind when observing "we have entered a new era in which developing strong consumer relationships is pivotal to a brand or company's success." The challenge is to create an at points of contact with each consumer an emotionally charged interaction because the cultural changes social media have ushered in "are already having a big impact on marketing strategies, but eventually, companies that want to compete are going to have to change their approach to everything, from their hiring practices to their customer service to their budgets. Not all at once, mind you. But it will have to happen, because there is no slowing down the torpedo-like speed with which technology is propelling us into the "Thank You Economy."

Long ago, Southwest Airlines' then chairman and CEO, Herb Kelleher explained his company's sustained success this way: "We take good care of our people, they take good care of our customers, and then our customers take good care of our shareholders." In the "Thank You Economy," appreciation is the coin of the realm. The aforementioned "emotionally charged interaction" involves two components: an employee who appreciates a customer or (yes) another employee and the person who feels appreciated.

Throughout his lively and eloquent narrative, Vaynerchuk inserts a number of insights that caught my eye. Here is a representative selection:

On his use of exaggeration: "I'd rather shock you into paying attention, and admit later that business rarely requires an all-or-nothing approach, than take the chance that you won't take the situation seriously enough." (Page 7)

"Right now, I'd say that social media is a bit like a kidney - you can survive with only one, but your chances of making it to old age are a lot better with two. Eventually, though, I think social media will be as important to a business as a strong heart." (80)

"Creating a Thank You Economy culture will become easier and easier as you begin hiring people who share your commitment to caring. It will be easy to spot the people already on your staff who can't adapt or just don't get the concept, and as they leave you will replace them with those who share your DNA." (102)

"Developing a powerful emotional connection could be all it takes to convince [consumers] to consolidate their spending with you. Plus, now that purchasing decisions are directly affected by consumers' relationships to the people they communicate with on their social networking sites, staying aware of who your consumers know and who they talk to regularly [i.e. those by whom their preferences and purchase decisions are most influenced] will become increasingly important." (196)

"Care - about your customers, about your employees, about your brand - with everything you've got." (233)

I selected the title for this review ("Business begins with making people feel appreciated...and goes nowhere unless they do") because I realized decades ago that I could not accomplish much of anything in my life unless I cared, really cared, about what I wanted to do and really cared about those on whom I depended for help to achieve my objectives. I also realized something else that proved to be even more important: Really caring about helping others to achieve their own objectives. It is easy enough to incorporate a company and obtain a license to do business. What happens next depends almost entirely on how much you care about who you are, how much you care about what you want to do, and how much you care about those with whom you will be associated. If you care enough about all three, you've got a shot. Otherwise, don't bother.

In the Thank You Economy, the "winners" will be those who care the most...and are cared about the most. If you are determined to be among the "winners," this is a must-read. In fact, it is a must re-read.

Think about it: If you don't care, why should anyone else?
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No

Be the first person to comment on this review.

[Add comment]
Post a comment
To insert a product link use the format: [[ASIN:ASIN product-title]] (What's this?)
Amazon will display this name with all your submissions, including reviews and discussion posts. (Learn more)
Name:
Badge:
This badge will be assigned to you and will appear along with your name.
There was an error. Please try again.
Please see the full guidelines ">here.

Official Comment

As a representative of this product you can post one Official Comment on this review. It will appear immediately below the review wherever it is displayed.   Learn more
The following name and badge will be shown with this comment:
 (edit name)
After clicking on the Post button you will be asked to create your public name, which will be shown with all your contributions.

Is this your product?

If you are the author, artist, manufacturer or an official representative of this product, you can post an Official Comment on this review. It will appear immediately below the review wherever it is displayed.  Learn more
Otherwise, you can still post a regular comment on this review.

Is this your product?

If you are the author, artist, manufacturer or an official representative of this product, you can post an Official Comment on this review. It will appear immediately below the review wherever it is displayed.   Learn more
 
System timed out

We were unable to verify whether you represent the product. Please try again later, or retry now. Otherwise you can post a regular comment.

Since you previously posted an Official Comment, this comment will appear in the comment section below. You also have the option to edit your Official Comment.   Learn more
The maximum number of Official Comments have been posted. This comment will appear in the comment section below.   Learn more
Prompts for sign-in
 


Review Details

Item

4.5 out of 5 stars (15 customer reviews)
5 star:
 (12)
4 star:    (0)
3 star:
 (1)
2 star:
 (2)
1 star:    (0)
 
 
 
£15.99 £12.79
Add to basket Add to wishlist
Reviewer


Location: Dallas, Texas

Top Reviewer Ranking: 114