3 simple ways to establish a culture of giving

There’s a Chinese proverb that says, “A man without a smiling face must not open a shop.” And it’s true – no one approaches someone who’s hostile or unhappy. Nor will you refer or thank someone who’s scowling.

But how do you get the smiles to return? 

A recent Gallup study showed that engaged employees are more productive, more focused on customers and enjoy greater job satisfaction. In turn, their engagement translates into higher customer purchases and greater loyalty to your brand – because they’re delivering an exceptional customer experience.

Great businesses set themselves apart through their customer experience. How? People like being wowed and having their expectations exceeded. By establishing a culture of giving and wrapping your customer experience in a smile – triggered by something your people have done, said or given – your business moves toward delivering delight and surprise to your customers.

So where do you start? Simple. With what you give, say and do…


1. Something you give: Create moments of giving

There’s nothing better than customer service wrapped in generosity.

Start your customers’ experience with you, through a lagniappe (LAN-yap) – a ‘little gift.’ It's amazing how small gifts can bring a smile to a customer’s face. It doesn't have to be much; but it must be meaningful. It’s an easy, cost-effective way of thanking customers for getting to know you better, and RedBalloon has a treasure-trove of 500+ curated, unique gifts perfect for customers, clients, and important connections.

2. Something you say: Make them a ‘bubble customer’

Every customer should feel like they’re your only customer.

Your customers want to feel that they’re at the centre of your world. And if you’re a service provider, there’s enormous power in creating that impression.

They want to take centre stage and by creating customised incentives, gift and referral programs based around experiences – rather than possessions – they’ll directly connect you with those memorable experiences. A RedBalloon experience is one of those ‘memory bank’ moments – be it a skydive over the Great Ocean Road, a gourmet degustation cruise on Sydney Harbour, or a winery bike tour in Queenstown – that they’ll cherish for years to come.

3. Something you do: Create customer advocates

Recognising and rewarding customer referrals will turn them into ‘a smile with legs’.

The best source of new business is a referral from a satisfied customer. Better still, in 2012 the Wharton School of Business found that a referred customer has a 16 per cent higher life-time value. So don’t the customers doing the referring, deserve to be thanked? Of course they do! RedBalloon can help you build a referal prgram that walks business in your door and delivers memorable word-of-mouth moments that will keep on giving long after the moment has passed.


Di Mace is a freelance story-making brand writer, strategist and purpose-digger. She turns boring brand messages into content and stories that matter. Find her at www.wordswords.com.au.