Can more intimate relationship with customer, improve loyalty well beyond price and financial reward?

intimate-relationship-noel-grospeiller-vixisseBA question I asked myself and I decided to share with you, inspired by a great TEDxBeaconStreet video of Robert Waldinger about the longest study on happiness ever performed.

Just for fun I added some personal comments in parentheses (my comments) to give the parallel between Robert Waldinger talk and customer also employees relationships management.

The purpose of Harvard study is :

“What keep people happy and healthy as they go through life?”

As for most people (organisations), we can think it’s money that make people (customer) happy, but according to psychiatrist Robert Waldinger, we’re mistaken. Conducting a study started in 1938 on adult development (more than 75 years ago!), Waldinger has unprecedented access to data on true happiness and satisfaction. In the following video, he shares three important lessons learned from the study as well as some practical, old-as-the-hills wisdom on how to build a fulfilling, long life.

Three big lessons about (customer) relationships.

  • Surrounding yourself (manage your community)

People (Customers) are happier when they are more socially connected to family, to friends, to community, are happier, they’re physically healthier, and they live longer than people who are less well connected.

  • Rewarding quality over quantity

More than the number of friends you have, it’s the quality of your close relationships that matters. Are you’re in a committed relationship (communities)?

  • building lasting (customer) relationships

Good relationships don’t just protect our bodies, they protect our brains. It turns out that being in a securely attached relationship (loyalty?) to another person in your 80s is protective, that the people who are in relationships where they really feel they can count on the other person in times of need, those people’s memories stay sharper longer.

Enjoy the original great TED talk (in English with French subtitle) of Robert Waldinger about longest study on happiness ever performed.