Great leaders instill a culture of emotionally connected employees who sustain emotionally connected customers. How?
One great example happened at the Disney theme park when a small girl dropped her favorite doll in the mud. It’s simple to think that perhaps an employee would retrieve it for her, and maybe wipe it off and then go about their business. But that’s not what happened. They actually made the doll a new outfit, gave her a bath, styled her hair and took her photo with other Disney dolls. Her mother said it was “Pure magic.”
That is key because research shows that emotionally invested customers are three times more likely to be a repeat customer and recommend it to others. These signs indicate that emotionally invested staff in turn create emotionally invested clients.