What would happen if your company allocated some of its marketing budget to surprising your customers with acts of kindness?

I met this week with Ole Kassow whose Danish company (www.wemind.dk) works with companies to create happier cultures. One example was working with a Danish mobile phone company. Most European mobile phone companies have customer turnover rates of over 40%. Yes, they lose 4 in 10 customers each year and have to spend millions winning over new customers to replace them. Ole was working with them to focus on spending some of that money on making their customers want to stay and recommend the service to others. I liked this story he told:

For the rest of the blog click through to my post on the Delivering Happiness site.

For more ideas on creating customer delight, why not read about our course on the subject?

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