Last evening i had an interesting experience while taking the bus home. When the bus doors opened, the driver would greet the boarding passengers "good evening" and saying "Thank you and goodbye" for those who were alighting.
The passengers' reactions were mixed. The majority were the typical "working zombies" who show no form of emotions. Nevertheless, it brought smiles to some passengers though nobody returned back the greeting. I only managed a smile but i had to admit that i was pleasantly surprised.
The bus driver did this for every stop that he made. Every greeting he made sound sincere and it was something he chose to do rather than required.
The thing is that he is the exception rather than the norm for Singapore bus services. Imagine if the bus company has the ability to motivate not just one staff but all of their staffs to provide this level of politeness, won't that be great? Even something as normal as a bus ride will be a delightful experience.
This make me thing a bit more of the impact of social media on businesses. The web is constantly full of stories of how important it is for businesses to tap into the power of social media, to converse with their customers and to change the rules of customer engagment, etc.
I believe strongly in the role of social media and that its power should be something that businesses should try to leverage on. However at the same time many businesses today still have many gaps to fill in improving the various touch points with their customers.
From a bigger perspective, social media seems to shrink to become just one of the many elements that plays a role in building an intimate customer relationship across all touch points.
Perhaps something as simple as a greeting like "Good evening" might be a nice first step.
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