Gary's audiobooks are extremely hilarious, filled with so much energy and personality that really rubs off on you. After enjoying Crush It, I decided to give his latest, The Thank You Economy, a shot.
It did not disappoint. It seemed to be somewhat of an extension to Crush It in that it focused on social media marketing. However, it took it one step further and one level deeper by honing in on the concept of customer engagement and WOWing customers, a la Zappos. It made the bold prediction that companies who do not fully embrace a customer-centric culture will be extinct within 5 years.
I did enjoy Crush It as a book more. CI seemed way more specific about actual actions and recommendations, while TTYE was more about trends and philosophy.
Just like with CI, in the audio version of TTYE, Gary went off script many times, which were often my favorite little bits of the entire experience, updating the readers based on what has gone down since the book went to press and adding in various ad libs and funny non sequiturs.
Below are my main notes and takeaways. I do think Gary's right in his predictions, and my personal philosophy has always been to treat others (especially anyone who's a "customer") as critically important. Finding unique ways to wow them like Gary has written is a great way to show this respect.
Ch. 1: How everything changed except human nature
Ch. 4: From the top, instill the right culture
Part 4: Thank You Economy in action
Ch. 9: Knowing where people want to go
Part 5: How to win in the Thank You Economy: Care