EP 161: Gratitude Is The Whole Customer Experience
b'What would 11-star service look like? That\\u2019s the question that Brian Chesky asked himself to figure out how he and his team at Airbnb needed support hosts to help everyone involved have an exceptional experience.\\nI first heard this idea of 11-star service during Brian\\u2019s interview with Reid Hoffman on the first episode of Masters of Scale. The idea is that you want to create the capacity for these exceptional customer experiences to happen on a regular basis. The more regularly they happen, the more people come back and buy again\\u2013and the more they tell their friends.\\nOf course, creating this 11-star service doesn\\u2019t just produce business results. It produces human results. Someone who takes the time to create an 11-star service isn\\u2019t just concerned with the bottom line, they are truly invested in showing genuine gratitude to the person they\\u2019re doing business with.\\nThis month at CoCommercial, we\\u2019re talking about Gratitude and how it shapes the way we do business. What does authentic, meaningful gratitude look like? How are small business owners showing their\\xa0customers this gratitude and creating exceptional customer experiences\\xa0on a regular basis?\\nSo we asked a few of our members: what do you do to ensure your customers know you\\u2019re grateful?\\nIn talking with 5 of these members we noticed a pattern in their responses.\\nGratitude wasn\\u2019t about a thank you gift or note. It wasn\\u2019t something that happened once at the end of an engagement. It wasn\\u2019t even a bonus surprise that got thrown in as a special value-add. These are the themes being explored in the conversations we\\u2019ve been having all month long with our\\xa0CoCommercial community.\\nThese business owners have operationalized gratitude into the very bones of their businesses. \\nIt\\u2019s how they do business. They are integrating\\xa0gratitude into every step of the customer experience. From the very beginning, they\\u2019re connecting the customer\\u2019s experience to the mission of the company.\\nThey are making sure that their customer feels like more than a transaction.\\nFor them,\\xa0gratitude is the whole customer experience.\\xa0\\nPrefer to read? No problem. Find the entire episode in article form by clicking here.\\nThis episode features\\xa0Lacy Boggs, Nicole Lewis-Keeber, Bonnie Gillespie, Anna Laman, and Kristen Runvik.'