CX Speak

Billion Dollar Lessons on CEx from the King of Chocolates – Milton Hershey

Written by Sonal Jaiswal | Evangelist, Customer Guru


This week we are paying a ‘sweet’ tribute to Milton Hershey, a name synonymous with chocolates. He was the founder of the most iconic chocolate company ever, The Hershey Chocolate Company. To honour his contribution to the world of confectioneries, the International World Chocolate day is celebrated on his birthday on 13th September. The Company has been delighting us since time immemorial with their amazing products such as Kisses, Twizzlers and Reese’s.

Here are some wonderful pieces of advice from a man whose company is one of the oldest and most famous chocolate producing companies ever!

“Give them quality. That’s the best kind of advertising in the world.”

This is a testimony to the fact that the products of Hershey’s are still so popular across the world despite being in the market for over a century. Quality is sacrosanct. You will need no other form of advertising if you are the best in the business!

It is not a mere coincidence that all the iconic entrepreneurs always believe that quality of a product/service is of paramount importance.

“One is only happy in proportion as he makes others feel happy.”

Aha! What an amazing lesson to keep in mind for all customer service professionals. Not everyone gets a chance, professionally, to make others feel happy and spread happiness. We should be extremely grateful that we are the customer-facing people, who have a huge opportunity of creating a positive atmosphere and spreading happiness.

“We should deal with one another not as classes but as persons, as brothers. The more closely we work together, the more effectively [we can] contribute to the better health of all mankind; this should be our common objective and its achievement would make the world a happier place in which to live.”

This is an important lesson to keep in mind in terms of collaboration between departments to ensure that the customer gets the best possible experience. Customer Experience is not a department, it must be a collective goal of the entire organisation. And once this fact has been ingrained in all the employees, success becomes inevitable.

Are there any other famous entrepreneurs or iconic business leaders that have inspired you? Do let us know, and we will get you some CEx lessons from them.

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