Simple Touchpoints of Loyalty

August 20, 2009 · Comments

Lollipop Boy It’s always in the details, the little things, those human moments. Always. Whenever we let those slip, that’s where we miss out further down the line. Think about sales transactions where you feel like the salesperson is treating you like a quota. Think about customer service moments when you know the person doesn’t care, doesn’t want to help, and is wasting your time and theirs. And now, think about the opposite: those moments when someone earns your respect from the simplest of moments, what I call a “touchpoint of loyalty.”

Offline, these come easily. You can turn to a coworker, look them in the eyes, and say, “Thank you. I appreciate your work.” You might tip your server 50% instead of 20%. In person, it’s easy. But how do we create simple touchpoints of loyalty online? Some thoughts.

9 Simple Touchpoints of Loyalty

  1. Comment on other people’s blogs as often as you can.
  2. Reply to people or help them spread the word on Twitter and/or Facebook.
  3. Write posts filled with admiration for people you enjoy online, and send links to their work.
  4. Connect people with like-minded people before they ask (using LinkedIn or similar).
  5. Wish people a happy birthday, or luck with their test, or other related-to-them encouragement.
  6. Share job opportunities. You never know who’s looking for more when you’re drowning in too much.
  7. Invite people to coffee. Just 20 minutes might really change someone’s day, week, month.
  8. Write recommendations on LinkedIn to those whose work you can vouch for. Do it before they ask.
  9. Send 10 emails a day to people you’re in danger of falling out of touch with, and make them simple and request-free.

You can probably think of many more. Maybe we should list them in the comments section? What do you have? What do you think about when you read this?

Do you see how this applies in personal life as well as business?

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  • dawngoodsell
    Have an authentic "It's my pleasure" service standard! I mean authentic! I treat ALL our clients with a "It's my pleasure servants heart" and I know I mean it and they know I mean it! It's fun because you can tell they are not used to being treated that way....they'll say "thanks Dawn" and when I reply "It's my pleasure"...they actually giggle!
  • Susan Wakefield
    I was really touched by the tributes to Sen Ted Kennedy at his death. Chris, you have described in your post on small acts of kindness, I believe, some of the very qualities that set Kennedy's life apart from so many others. He was a great man in many ways and I believe it is not because he was born into a wealthy, highly influential family or because he was a legislative, compromise making, deal brokering genius and not because he bravely and gallantly lead his family through times of unspeakable personal tragedy played out in the public eye. His greatness came because he demonstrated in many small ways how much he cared about people. He was often the first or only person to send a note, make an appearance or lend a hand when someone was in a difficult spot. This "small acts of kindness" philosophy that Kennedy acts out frequently showed the greatness of his character.
  • great tips on saying thank you online - something often forgotten - but how easy is it to comment on something you DON'T like? Then everyone hears about it and there's a PR frenzy when it didn't have to get there in the first place. Be nice people, it goes a long way! :) great stuff - thanks
  • There are a lot of things to learn from you, Chris, but the main idea stays the same: help and create meaningful relationships.

    thank you
  • Great stuff here, I think you keep coming back to the point of connecting with people. This seems like a simple thing to do; say thanks, send out an appreciative email, etc. but this is often overlooked. Many friends, business partners and customers will greatly appreciate the extra step you take to show them that you are loyal and appreciative of them.
  • Great information. While engaging in social media, it is even more important to include the human touch, personal thoughtful responses when people make a difference. I see social media as a way for us all to become more thoughtful, whether in the workplace or in life. The Internet, when used in the right way allows us to do so with more speed and agility. We all need to take advantage and use it in such a way.
  • As usual, this is great Chris. Playing off your earlier post on 19 online presence management chores, I feel like this list is doable and can make a huge difference. Thanks!!
  • monicanales
    Thank you Chris!

    I'd add to your #5 all sorts of congratulatory sentiments: congratulate people for getting a promotion, new job, new baby, etc.

    And to #6, besides sharing job opportunities, share articles of interest that could help people in their industry, job, family, etc.

    I must also add a thank you to Alexanderirving for noting that the concepts in your blog, Chris, apply to life well beyond social media.
    Thank you also to Jodi Kaplan (and many others) who've suggested handwritten notes--I have just recently started writing them and it gives me such pleasure and satisfaction to do so...as well as to receive them!
  • Well said. Very karmic. Again, a great example of bring the humanity to the internet. I couldn't agree more.

    Nomiki
    www.TheYippie.com
  • kirstenolson
    Chris, I am just discovering your work and love it. Thank you for this great reminder of how important connection is--always. Connection, just saying hello without requests. Fabulous!
  • Love this post and thank you!

    see my comments related to this and the NW/DL merger ....

    http://janetengel.livejournal.com/25684.html
  • campbele
    #11 dont be stingy with the compliments. if you like the shirt the stranger is wearing, say so!
    I'm thinking I have to read brogan's book. will it read like the blog?? i really enjoy reading the blog
  • One thing I especially admire about you, Chris, is that you always keep things real and manage to bring us back around to the basics of using the simple things in life in our business. Thanks for the reminder to reach out and show some real time attention to our communities.
  • Much of what is being advanced is just as common place offline as online. It's good to have it documented. But yes, I am deploying many of the tips here and have been for the last few years as I have recognized that networking is not about me but what I can do for someone else. For example, notifying a distant colleague about a job opening that I discovered on LinkedIn -- or suggesting another former colleague as a top candiate for a freelance opportunity.

    The only pointer I would add is to make sure to stay in touch with your contacts on a regular basis -- and "pull" them into opportunities for which they are best suited.
  • Chris, Thank you very much for this insightful list.

    It is truly the relationships we build (and obviously maintain, through simple acts like the ones you've shared) that lead us to happiness and success. Not cheap tactics and the will to do anything to get ahead, that some have taught in the past, and some still employ (*coughspammers*).

    The 'social media revolution' is happening because people want to know, like and trust people before working or becoming customers with them... In your face, interruption marketing just doesn't fly well with people in the way the world is now.

    Again Thanks, and this list will be posted near my desk! :)
  • Treating people with loyalty, respect, kindness, sincerity, and generosity is the only way to accomplish improve the state of our social dynamic. I think anytime a face to face interaction is an option it should be preferred. Often times, in today's society, we choose the "one off" approach when communicating. It's almost as if we would rather keep people at arms length, so to speak. When a face to face isn't available, try picking up the phone. That extra effort to make it a personal interaction makes a significant difference.

    As we become more dependent on technology-based communication we risk sacrificing the emotional element that helps us define our aesthetic and character. Admittedly, I'm an internet fiend but I also understand the importance of true personal interaction. Words, expression, sentiment and feeling; all so crucial to our mental and emotional development and well-being.

    You can quote me on this: Kindness is like wasabi; a little goes a long way. But unlike wasabi, kindness never hurts.

    I'm a big fan of your blog and really enjoy your insightful perspectives. Keep it up!
  • jamieklemcke
    Great reminder! And another, just take a quick second today to call someone and give a personal "hello" or "thank you." I love the comment on writing a note as not many take the time to do so these days.
  • So true. I advise my clients, who are small business owners, to not only get on a social network, but interact, REALLY interact. It does not always come natural to them when they first start, but with time, if they are truly interested in the medium, they can really build a community that has value to them and they have value to their community members.
  • What a fabulous post. Great to see folks being encourage to care for others! Small things really do make a huge difference!
  • pbrannigan
    Chris -

    This is a great post. I am going to print it and put it in my "feel" good folder. Simply a credo to be successful in life professionally and personally. I love the idea of #10. I hadn't thought about that but you are correct about keeping your network fresh with contact that sometimes doesn't have a Valid Business Reason beyond "How are you doing, really?"

    Great post... Looking forward to the book. I just got the call it is in at my local book store.
    Pauline Brannigan
  • So happy to hear it, Pauline. It's what I hope to do most in this world.
  • Hi Chris,

    Thank you so much for taking the time to share these points with us. Besides admiring your work and learning from it, I am very glad to see that you not only "preach" this stuff, but also make it a habit of yours.

    I especially like point #7. It is so important to look for ways to meet people in the offline world, in addition to whatever relationship we might have with them online. It adds so much value to the relationship.

    Please keep up the great work Chris,

    Franklin
  • Wow! Great suggestions Chris. Thanks for sharing them.
  • hugomesser
    Hi Chris,

    great article! I think appreciation is one of the keys to success in life (and I can definitely improve my amount of appreciative expressions, so I figured I just start with you :)). Thanks for the insight!

    Hugo
    http://linkedin.com/in/hugomesser
  • Always happy to help. Steal it and do good things.
  • Like many of the comments already posted, I like thank you notes; hand written thank you notes. I particularly like to send notes to the managers of employees who have given me great service. I don't tell them I'm going to do it. I figure in a week or two they'll have a very good day because of 15 minutes I dedicated to it.

    Most importantly, though, I work with my 5-year-old son to write thank you notes. We've been doing this since he was old enough to hold a crayon and scribble a picture. He does the artwork, I write the note. At 5, he dictates the letter to me on the back of a drawing/painting he's made. He writes his name, puts the stamp on the envelope and drops the letter in the mailbox.

    Here's the great thing about it: He often gets a letter in the mail back from someone he sent a thank you note to. I can vouch for the sheer delight a little boy experiences when he gets his own mail.
  • Good point. I think it is even more important to connect with people in a global economy. At least put a face to the product. This shirt I'm wearing was bought from a sales clerk, handled in a warehouse, trucked across the country and shipped across the ocean. This shirt was manufactured in an Asian country and the cotton picked in another. Mind blowing. I should send a thank you note to all of them. :-)
  • Chris these are all right and useful. As some have pointed out in the comments circumstance or your connection with a individual will dictate how far you go (i.e. wishing someone happy bday).

    I'm wondering what's your thoughts are when presented with a situation where you are trying to build a relationship, trust and to an extend loyalty with a person online and they don't reciprocate?

    I (or anyone else) could be doing a decent (even good) job following through on the things you list above (and others), but getting nothing (or little) given back. How long should you persist? When should you bail? Does perseverance pay off?
  • Very good suggestions. Thanking people with the intention of supporting them is so important. I would also, write notes and pick up the phone and call. Including people and quotes of their work in articles and blogs is also a way of saying, "thank you".
    Thank you!
  • Chris,

    Thank for today's blog - it hit home and was just want I needed to move myself forward.

    All the best,
  • Chris--

    This is wonderful and heartfelt and just good common sense and common courtesy. Thanks for the post!
  • This is really the heart of social media, right? Heart.
    When we show we care, in any of the ways you've suggested, we win friends.
    I'm going to save this and use it as a checklist. (Need to brush up on #3, 7, 8, 9.)

    And for the record, folks, Chris really walks his talk. He invited little ol' me for coffee when I'd been on twitter for like, 10 minutes. Was super gracious. Spent way more time explaining things to me than I expected. When I wrote my first blog post, he tweeted it, even though I didn't ask for that. Truly a giver. Does he have my loyalty? You bet your a**.
  • christiebj
    Thanks, Chris! It's more than good manners to extend "niceties". It builds community and turns strangers into friends. Each year, the planet seems to get smaller as there are more and more of us alive, needing to share the same global resources. The population of the Earth has actually doubled since I was in school! Amazing! Kindness and gratitude smooth over the rough spots and make everyone more patient.
  • The fine details and nuances of building a lasting and heartwarming relationship never change. With all the technical tools currently available, instant connection is so easy to access! It would be a real shame not to make use of these to create loyalty.
    All we have to do is make a habit of doing this, on a daily basis. Designate an hour or two a day for doing the things mentioned above, and your relationships will blossom. :)
    I know mine are!
  • Absolutely. And those moments, when I'm on the receiving end, take me by surprise, bring me into the moment and yes, change my day. I used to pay the toll for the car behind me. FastTrak has changed that...and I had a woman pay for my coffee in the car line at Starbucks. Random Acts of kindness in general are humanizing and just downright very cool things to do. Appreciate the reminder, Chris.
  • Bill Leigon
    Thank you Chris for reminding us what is really important in life and business. Unfortunately it is all too easy to forget.
  • Kelley Sexton
    This was so simple yet so true. Thanks for the reminder.
    We all need little reminder each day.
  • ilyagl
    Its a good thing to think about.
    Thought some of the advices that you've given are a bit time consuming- it take an hour to write 10 presonal emails, for example. but If i scale it to my life, its a really good benchmark
  • Great guide of creating loyalty. It's the little things that count. Make others feel special and you'll always have a good day.
  • Great tips Chris! I think some of them I'll need to work on them (actually most of them), but I do pretty well about leaving insightful comments on other people's blogs pretty regularly :)
  • Great stuff. GIVE value first, everything else will take care of itself. Thanks Chris.
  • pammartin
    The basics are nice aren't they? Sometimes when we're feeling so overwhelmed with all the digital housekeeping we have to attend to, it's nice to have you remind us that it's really about keeping in touch and making the connection, not so much about the technology and the app. Call, write, email...

    And nothing beats getting out and meeting people. After all, that's how I got to know you :) Wouldn't that have been a different experience online?

    Great post Chris!
  • I agree... if you are going to thank someone... do it up right and thank them on your blog or their blog or twitter or Google maps....FaceBook....thank them in a social network way..... and let your words live on .... by saying thank you in this manner you give a testimonial that will help drive the customer to the business....so my message is....let the thank you become public!
  • jeffsims
    I checked out that Gladhandle site. That is a v ery cleaver and powerful tool for follow-up. You can send cool emails, e-cards and even printed cards and postcards. All you do is drag and drop them on your contact name and off they go......very simple. Looks like they are a new start-up!
  • Love this. It's always nice to be reminded to keep a giving/gratitude state of mind especially while doing buisness. I think #9 is my favorite. It always means a lot to get those emails and know someone was thinking about you. Thanks, great job!
  • I can see that I'm not the only one who enjoyed this post! If everyone would just do a few of these kind acts everyday - the world sure would be a better place!

    I would like to include send hand written thank you notes, birthday cards and thinking of you letters via snail mail - I know receiving this type of mail always puts a smile on my face. Thanks for the great post Chris!
  • Chris,

    Awesome tips...as usual!

    Have you seen Gladhandle? www.gladhandle.com

    It's a new follow up tool help people in business send something special, instead of boring emails and voicemails. It's very easy to use — it's even branded with your company logo and color scheme.

    It's free to use too.

    - Andy
  • I couldn't agree with you more, Chris. It's in my nature to notice when folks say "Thanks," and the flip-side is, I notice when they don't. I will share this article. Thanks. :-)
  • remarkablogger
    Recommend folks to others on Twitter outside of "Follow Friday."

    Send great links/info by good ol' email... so much more personal and intimate than social media.

    Also: use technology to create reminders for yourself to do these things if remembering and setting aside the time is hard for you to do.

    Good stuff, Chris. Lovin' it.
  • As always Chris, you remind us that technology should help us to do the things only humans can do...be human...I really appreciate that!
  • carolyndouglas
    Funny enough I was just chatting about this with my support team this morning. I sent them your blog link and suggested that they subscribe. We have always tried to go that extra mile with our customers and our testimonials attest to that "wow" factor, but it's a constant reminder to always bring the personal touch into our daily work. Look for opportunities to connect and build a relationship - always on a personal, human level. It pays off huge in the end. Thanks again for your posts, I always get so much value out of them.
  • This is a great reminder of how and what to do in an online world. I appreciate it because, I am guilty of not giving "thank you" enough. Keep the great content coming! I learn a lot from your information.
  • I like what you said.
  • JeanneBrown
    I like all these, but I'd qualify #5...do this only in the most sincere manner. If you wouldn't normally know it's my birthday or send me a card, don't wish me happy birthday just because I pop up on your facebook page as having a birthday. Instead, I'd change this one to "send people a link to an article you think they'd like or is relevant" or something like that. The point is to make a personal connection in a virtual world.
  • Really great point. Don't phone it in.
  • I think you covered them all, great post!
  • Super post. As a long-time consultant, I always tell young talent that relationships are everything. This is a great way to nurture those and take a few moments every day to express gratitude.
  • jenniferwalker
    Use the power of social networking to spread word of mouth referrals. If you have a salesperson you would recommend (car, furniture, real estate, etc.) spread the word via Twitter, Facebook, etc. You never know who in your list of contacts might be in the market and you can easily steer someone future business.
  • janicedottin
    Thanks, Chris, I needed that. I do almost all, but #10 was a wake-up call. It's so easy to lose touch when we're flat out constantly. Excellent advice that will be passed along.
  • suzanneboniface
    Thanks for thinking about thank yous!
  • What a great set of recommendations. You sure are everywhere these days. Pretty much everywhere I look there is a glowing review of Trust Agents. Can't wait to read it.
  • msmaupin
    Hi Chris, in the spirit of your blog post, I'd like to share a comment. Last week a new biz (a cafe) tweeted an afternoon food special and I stopped in to take advantage of the offer. I met the owner and mentioned I learned about them on Twitter. They have since started following me, and I, them. Not only have I found a new business whose products and services I enjoy, but feel like I've made new friends. This is the power of social media. Thanks for helpful post. Cheers, Mike
  • I love this. THIS is what Twitter is about. : )
  • Great reminder to thank people--it makes such a difference. I especially like the idea of sending emails to people you haven't touched in a while. Thanks for the great ideas!
  • Facebook User
    Great points for staying engaged and just using common sense on how to build a relationship either personal or business. Invite people to coffee is sometimes forget especially when it is so easy to just write on someone's Facebook wall.
  • partywedo
    Yep the little details can be noticed and make a big difference in our human interactions..
    It is sort of like how the combination of a Boston baseball cap, stripes and plaids and a sucker can give us the cute warm fuzzys...

    It warms this grandpa's heart.
  • katiebromley
    Great list, thank you. It rings true. Relationships and attention to detail do make a world of difference. It's a good thing the sweetness of that picture overshadows the stripes and plaid combo he's sporting.
  • Excellent advice Chris. I love how you bring the human side into social networking. What you are suggesting, in essence, is to try to Pay It Forward in every opportunity, something that I believe is fundamental to social networking.
  • So very true, Chris! Attentive in the moment. Sometimes harder to do because we get all caught up in our own stuff and forget to turn our attention outward. Thanks for sharing and let's have coffee or lunch or something the next time you're here in Santa Barbara.
  • All great points... hard to believe but I almost get the impression that email is replacing the good 'ol fashioned letter now.
  • I love the way you think...here is a link to an article I wrote for marketingprofs that augments you list: http://bit.ly/617FV

    Best.
    William
    www.williamarruda.com
  • This just stopped me in my tracks. You bring grace and being real into the noise of all the clamoring for attention. Your "My Pledge to You" was another one of those moments. Disarming when people have those I-think-I-screwed-up moments. But I didn't do the right thing and let you know.

    So here you go: This is good stuff. Looking at the comments, it cascaded good stuff. Talk about your multiplier effect. Thank you.
  • Gotta love the subtle and sacred Ka-ra-te of the "Whuffie Ninja". :)
  • i think These Point are too keep in Mind When You get alot exhausted By work,
    Some times We Forget Whats going around and are unable to give time to People We love
  • How lovely Chris! The secondary gains of building loyalty through being thoughtful, generous and kind? It also feels great!
  • When I started my first blog in Feb of 08, I knew nada about social media. The first comment I received on a post made me realize there existed a world beyond writing and venting on my mini soap box -- a world of conversation and connection. The bloggers I've met since help me in innumerable ways, sometimes daily. Thank you, Chris, for reminding us of the simple power of reaching out.
  • Chris, all great points. For # 9, the phone works great, too.
  • The word that springs to mind here is empathy, maybe even love. Sounds squishy I know. But too often we treat relationships in business in a transactional fashion -- always looking to get something from the other guy. Honest, authentic caring feels a bit like how we see our family and loved ones. Perhaps the same emotional views and attitudes would serve us all well in business? Don't we want to do business with people we believe genuinely care about our happiness and welfare? I think so. Life is too short for the journey to be founded solely on dollar and cents calculations of value. Wrote an article on Brand Love here: http://www.wheatleytimmons.com/pages/brands/55.php
  • I've been fortunate to spend the majority of my professional career studying the concept of loyalty and your comment is right on. Loyalty is about having a meaningful relationship (one from the heart), like the ones we have with family and loved ones, as you've mentioned. The companies that can establish this type of relationship with their customers outperform the market 6-to-1. It is incredible and a stat that is hard to ignore.

    Chris brings up a great point about creating loyalty virtually. In todays environment companies are dramatically cutting back on travel expenses. I've been wondering what impact has on their customer relationships. The technology and tools are available to help keep people connected, but do we know how to use them to build trust and loyalty. It seems like some get it and some don't.

    Thanks Chris for the great post!
  • Thanks, Leslie. Would like to know more about the backstory in your comment on the 6-to-1 performance advantage. Always looking for data to prove the theory!
  • That's exactly it, Robert. Exactly! Businesses who shy away from the word "love" are going to face a tough turn in the next few years, I think. Not all businesses. We don't have to love the port-a-potty vendor, but we do have to love their service, so maybe even they aren't safe.
  • It's an interesting shift in mindset, tone of any conversation, expectations. The daily grind of business, culturally, sometimes creates this systemic tendency to see consumers as targets to be convinced, and "bribed" (price promos) in some cases. What would happen to brand relationships if they evolved to friendships? What would you offer, how would you interact, what would your packaging look like?
  • lindsaymanfredi
    I love this! Who wouldn't? Life is ABOUT connections...connectING. Those who don't believe that are probably pretty lonely. I live my life reaching out. Helping someone else succeed in turn helps you succeed. Thank you for sharing. (Handwritten notes as suggested below are always a great idea!) :-)
  • Chris Brogan, you enrich my life just about every day. You are a treasure and a gift and the world would be a better place if everyone embraced your simple philosophy on life and business. I'm constantly encouraging in my live trainings and on my blog to "make it about them." When you focus on meeting the needs of others, whether that's a colleague, client, employee, child, spouse, or anyone else with whom you have a relationship, you always, always get what you need. I'm linking back to this blog today.
    Thanks, Chris.
  • I love this post. Although this word is overused in the Social Media world ... I think it's all about authenticity. Be genuine when you do these things. Bring nice back. It's great karma :-)
  • Moyra Cosgrove
    Love the thoughts above and just did a couple of them, only took 5 mins of my busy day!

    Thanks
  • There really has to be something to be said for paying closer attention to those you follow :) and these tips go some way to achieve it!

    Where it's practical of course, someone who has thousands of followers couldn't be reasonably expected to touch base with everyone!

    I find it difficult especially with the time-zone differences to keep up with the hundred or so people that I follow back.
  • Chris, you are so right, it's funny how we forget sometimes that the social web is no different from "real life". Behind the avatars are people, and people will always be moved by intentional acts of unanticipated kindness. Thanks for this post, sometimes we need to be reminded :)
  • Well Chris, I think revisiting the loyalties you established prior to success are a way to make sure you touchpoint or you could stand the risk of being accused of something by those who knew you when. Remembering who you were before and that those people are in relation to that part of you. Being careful as not to be your business to your family or friends but be you.
  • Chris,

    Great reminder that the act of building (and nurturing) relationships is key in business and in our personal lives. I think that we can easily hit the touchpoints you and others have mentioned if we focus on others, first. When we first think about how we can help someone else, those little acts of kindness seem second-nature. When we think about ourselves first - that's when selfish and destructive acts begin to erode our relationships and the loyalty we seek. Online or offline, the best relationships are those that make us both better people in the end.
  • Chris, I just recently subscribed to your blog and LOVE it! Thanks for this article, I couldn't agree more. As a matter of fact, I'm currently following your advice and have linked back to this article from my blog. :)
  • Love this list. A couple of things I've done recently include:
    * Sending a gift via snail mail - when was the last time you received a gift box in the mail?
    * Giving a friend a treasured book from my shelf, for them to keep or in turn pass on to someone else
  • I have to tell you, working in an industry where "Cold Calling" is a daily ritual (YIKES), it is so easy to lose track of the fine details that mean so much to our customers.

    I have a habit of taking notes. If I see a customer or colleague Tweet (or share in any other way) that they have a sick child, for instance, I make a note. "Dave Tweeted that little Jimmy is sick on 8/20/09." Then, I set a reminder to follow-up in a few days and ask how Jimmy is feeling.

    Thank you for these reminders Chris, I will use them TODAY!
  • Love the little things. Like meeting new people at conferences and tweeting with them. Like recommending a friend's book (which I just did - not sucking up, really I just did). Like leaving a post-it note message inside a friend's laptop or at their desk.

    Thanks for the reminder to take a little time to make a big deal over people. It's well worth it.
  • Awesome advice as always, Chris. I've seen this time and time again -- how it serves to enhance a business relationship and make it more than just "work." We all fall into the trap of being too busy for our own good (hand raised here), but I try so hard to remember to slow down every now and then. Really, it just takes an extra 15 seconds to add some opening banter to a work email or Tweet something that lets a colleague know you're thinking of them just because. The results are amazing: Clients who know you care; staff members who can be lifted up and know they're respected; and new friends around every SM corner. :) It's heartwarming *and* good for business. What's better than that?
  • monicavila
    Chris I totally agree, its the connection with other people that I respect, like, enjoy that keeps me coming back. Two points I would add is that kindness is always reciprocated (sometimes not immediately) and very little goes a long way.
    MONICA
  • Chris, I love you for keeping it real! You can never go wrong if you remember to incorporate some basic acts of human kindness into your daily life. It's easy to get caught up in our tech savvy world and be dazzled by the latest gadgets we have to communicate - but nothing goes as far as a hug or a phone call. Thanks for reminding us of this!

    Cynthia Smoot
    Gangway Advertising
    Dallas, Texas
  • Many of my friends do not understand my immersion into the social networking world. I myself had doubts when I first launched my website and needed to delve into this world to create an audience.

    I now have just a handful of online friends who make me smile daily. It is a lot of work to find connections but when it happens it is a strange and wonderful phenomena.

    Lately, I have been decreasing my activity on Twitter and am paying more attention to my writing. It ebs and flows but I do look forward to making more friends soon and supporting the amazing talent that is being portrayed in this digital world.
  • We had a great discussion this week at work about creating a culture of appreciation for our internal associates. It was odd to hear a lot of managers concerns about telling their employees thanks and good job at least once a week.

    In my mind is all about creating a culture of appreciation and loyalty where it comes natural, second nature, to thank someone and give them positive feedback. Your touchpoints of loyalty can easily be applied to the workplace.

    Thanks!
  • Matt ... you touched on something that I urge in all aspect of my life.... but also needed the reminder.

    In the work place, it's your internal customers... With your family, it's the immediate family. It is easiest to desregard, and take those closest to us for granted. And boy OH BOY!! Those can be the folks that have the greatest appreciation for that warm and fuzzy touch point. In fact, I use to work in Corp America, and the President of the company, made it a point to hand write a thank you, although it brief, to EVERY employee. IT MADE a huge difference, it OH SO mattered. Thanks for this reminder. Most awesome!! ;D
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