Jan, 26 – BY TAM SANDEMAN – A blog that is short and sweet… just look at this wonderful letter which brought a smile to my face this Australia Day as I came upon it on Facebook.
An employee who completely 100% gets customer service, so much so that it’s been reposted online – and Sainsbury’s will reap the reputation benefits as I have no doubt this will get re-shared and liked many more times over the coming days.
In our world of employee engagement two things struck me. One is organisations must now start to trust their employees to have the brains to do the right thing when customers (of any ages) want to interact with them and secondly it highlights just how powerful tailored communication can be. While this is just a cute story, it really shows Sainsbury’s has really got it right and not only engaged its customer service team, but is showing strength and authenticity of brand in communicating like this.
And now thanks to social media, we’ve been able to share it too. Just imagine if your organisation was brave enough to empower the front line to communicate online in this way. A true army of passionate employee ambassadors – just so powerful.
In the meantime, I’m off to find some giraffe bread.
aged 41 10/12ths (but wishing she was still 3)