Yesterday I was writing about relationship marketing - and I got a good example when I got home. TAP launched a program to reward... employees through consumers. The model is very simple - when a frequent flyer (I think that was why I was invited to be part of the program) sees an example of good service from a TAP employee, s/he will hand her a card recognizing her effort (each customer only have 3 cards to hand out, ensuring selectivity). This is an initiative actually aimed at improving service and employee engagement, but, you know what? The intelligent way it is done, through consumers, also empowers them - and, at least to me, I appreciate being recognised and given a tool to reward service and improve a company I like. Sometimes, you don't need to give consumers anything physical - you just need to give them meaningful power. So, congrats TAP!
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