Author Ed Horrell of The Kindness Revolution Shares Secret to Customer Retention
One hundred percent of people surveyed prefer to do business with kind companies.
That was the message shared by author Ed Horrell of The Kindness Revolution today at the Sales and Marketing Society of the Mid-South luncheon.
“There are companies that get it and some that don’t,” Horrell said. “If you have to ask what ‘it’ is, you don’t get it.”
Horrell’s non-profit organization, The Kindness Revolution, is based on his best-selling book of the same name about companies that strive to eliminate the number one reason they lose customers.
Horrell cited research by American Society for Quality that found nearly 70 percent of people surveyed stopped doing business with a company because of an attitude of indifference on the part of one employee.
“Customers have choices,” Horrell said, pointing out that every company has competition. “Values such as kindness are important in the consumer’s decision about customer loyalty.”