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Validate: To demonstrate or support the truth or value of something. Everyone is looking for validation. Your customers, partners, employees, friends, and community desire assurance they belong to something. Building customer loyalty and creating raving fans happens when you are the one to give it to them. You be the one that supports and confirms they are…
Every interaction you have with prospects and customers makes a deposit or withdrawal in their trust account. When the balance gets high enough, connection happens and the customer buys. When the balance dips below a certain level, you lose that customer or prospect. For example, let’s look at the case of T.J. Hairston. He is…
Give your customers a cookie. I love it when companies do little things unexpectedly to give their customers a better experience. Earlier this week I met a friend at Penn Station for lunch. It is a sub shop/franchise with locations throughout the east coast and midwest. I had only been there once before and the…
“It was nothing.” The three words we should never say. This week I was working through a customer experience where I was on the customer end. Oddly enough, I had a snake in my house. You mean on your property in the yard. NO. I mean in my kitchen. Imagine, coming downstairs for some breakfast,…
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