Interesting article in HBR about the transformation at Mercedes Benz - principally driven through empowering front line staff in dealerships to trust their instinct and be kinder/more memorable to clients.
At TMP, we're increasingly seeing the shift of marketing and sales investment away from mass-market media campaigns towards interventions that deliver a more meaningful connection with customers and prospects - from the formation of customer experience teams and a greater focus on User Experience through to platforms to increase staff advocacy and sponsorship/cultivation of external brand ambassadors.
Making Kindness a Core Tenet of Your Company Good behavior can spread in the same way that bad behavior does. The key to unleashing kindness in your organization is to create the conditions under which it will become contagious. Take Mercedes-Benz USA, which wanted to ensure it was showing compassion toward every customer interacting with the brand. The company encouraged its dealers and staffers to join a grassroots kindness “movement,” and it worked.