Gary Vaynerchuk changed my world with his first book, Crush It!. Hustling every day was already a way of life for me, but reading Crush It! reinforced that I was doing the right thing, and it made me start pushing even harder. Now his second book, The Thank You Economy, is here and it brings a different message; one that could define successful businesses for the next decade.
The Thank You Economy is about the return of business to a customer-centric focus, just like before the World War II era. Social media has empowered consumers to a degree that they haven’t seen in a couple generations. Having your friends readily accessible online means that you are more likely to share purchasing recommendations with them from time to time. I remember just in the last week or so I’ve seen a few people in my Facebook feed asking for recommendations about what computer to buy, where to eat dinner, and so on.
To compete in this new era companies will need to make customer satisfaction their number one priority. As Vaynerchuk would say, you have to satisfy their faces off. Customer satisfaction means making customers know that you care about them. It’s about writing thank you notes to long time customers like Wufoo, or staying on the phone with customers until they have all of their questions answered like Zappos.
Vaynerchuk gives thorough instruction on how to start implementing social media and improved customer satisfaction in your company. He spends a chapter skillfully breaking down all of the arguments against social media for businesses (the same questions that you hear over and over: What’s the ROI?, Is it a fad?, etc.)
I think it’s best to let Gary explain The Thank You Economy himself, so here are a couple of videos of the future owner of the NY Jets.