It turns out in this connected economy, what people gravitate and relate to, is those who give of themselves. That “It is more blessed to give than to receive” (see Acts 20:35) is the best way to attract followers and when you lead by serving and by giving, people follow.
The best way to keep a customer is to play offense first, not defense. You need to have a “Thank You” company. Offense moves the ball, they initiate the activity. This is what your Thank You company is all about, taking the initiative to say thank you to every patron of your business. Defense on the other hand is customer service and customer service reacts to what a customer has said, mention, tweeted or posted. This is not a department, it’s the whole company as well.