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  • 1 year ago
Scott Friedman Discusses the Power of Surprise in Creating Customer Engagement

Scott Friedman Discusses the Power of Surprise in Creating Customer Engagement

Would you like to learn how your organization can stand out, create customer experiences and use celebration as a strategic tool? Shep Hyken speaks with Scott Friedman, Certified Speaking Professional, and past president of the National Speakers Association (NSA) about his book, Celebrate! Lessons Learned from the World’s Most Admired Organizations. Scott says that your organization must be characterized by four factors:
1. Inclusivity – Make sure that everybody in your organization feels like they are part of the team. Happy employees create happy customers.
2. Gratitude – Your employees and customers feel cared for, and not just because they have an economic impact on the organization.
3. Play – How to put your employees and customers in a state of flow.
4. Surprise – Nothing creates an emotional connection with your employees and customers like surprise! While generic surprises (a bowl of fruit or a box of candy) are nice, customization and personalization can make a tremendous

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