If I pay $1000 extra for a first-class seat, odds are the flight attendant will be nice to me.<\/p>\n
If I pay $2000 extra for the presidential suite at the hotel, odds are the front desk clerk will be nice to me.<\/p>\n
If I give the valet $50 to park my car, odds are he’ll be nice to me as well.<\/p>\n
So, here’s the question: if all I want, the only extra, is for someone to be nice to me when I visit your business, how much extra does that cost? How much extra to talk to a nice person when I call tech support? How much extra to find a nice receptionist at the doctor’s office? Would you pay $9 extra for a smile when you dealt with the Swiss Cantonal Commune and were filing a form?<\/p>\n
I know you’re rushed and stressed and stretched. I know your team deals with hundreds or thousands of customers, and a lot of them aren’t very friendly or warm. And I know that some of your customers (maybe a lot) would happily pay a little extra to get that one thing they want most of all…<\/p>\n
I think there’s a huge gap between what people are willing to pay for nice (a lot) and what it would cost businesses to deliver it (almost nothing). Smells like an opportunity.<\/p>\n","protected":false},"excerpt":{"rendered":"
If I pay $1000 extra for a first-class seat, odds are the flight attendant will be nice to me. If I pay $2000 extra for the presidential suite at the hotel, odds are the front desk clerk will be nice to me. If I give the valet $50 to park my car, odds are he’ll […]<\/p>\n","protected":false},"author":2097,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-30","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"jetpack_featured_media_url":"","_links":{"self":[{"href":"https:\/\/archive.blogs.harvard.edu\/malenacutuli\/wp-json\/wp\/v2\/posts\/30","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/archive.blogs.harvard.edu\/malenacutuli\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/archive.blogs.harvard.edu\/malenacutuli\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/archive.blogs.harvard.edu\/malenacutuli\/wp-json\/wp\/v2\/users\/2097"}],"replies":[{"embeddable":true,"href":"https:\/\/archive.blogs.harvard.edu\/malenacutuli\/wp-json\/wp\/v2\/comments?post=30"}],"version-history":[{"count":1,"href":"https:\/\/archive.blogs.harvard.edu\/malenacutuli\/wp-json\/wp\/v2\/posts\/30\/revisions"}],"predecessor-version":[{"id":31,"href":"https:\/\/archive.blogs.harvard.edu\/malenacutuli\/wp-json\/wp\/v2\/posts\/30\/revisions\/31"}],"wp:attachment":[{"href":"https:\/\/archive.blogs.harvard.edu\/malenacutuli\/wp-json\/wp\/v2\/media?parent=30"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/archive.blogs.harvard.edu\/malenacutuli\/wp-json\/wp\/v2\/categories?post=30"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/archive.blogs.harvard.edu\/malenacutuli\/wp-json\/wp\/v2\/tags?post=30"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}