Most businesses claim to cater to the customer.   They may make a strong point in their marketing and advertising.  Unfortunately, many fall far short of that goal.  Look at some of the experiences Mr. Merholz had with major airlines.

Where do we fall short?  Usually in failing to have true customer service as a part of [...]

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 A Critical Marketing Process: Know, Like, and Trust
That is the psychological process your customer experiences in the process of developing the affinity bond with you and your business.
Every person prefers to purchase goods and services from someone he or she knows.  That makes sense, doesn’t it?  If you know someone, you feel more comfortable with [...]

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The Power of Personal Thank You Notes

You are not in the business you think you’re in! You are actually in the business of building personal relationships. Accepting this principle and deploying it via multiple channels is an extremely powerful business building technique.

Think for a moment . . . . How often are you personally contacted by anyone with whom you do business? Remember the last time a business personally thanked you for having done business with that organization. The truth is you may not be able to remember having been thanked personally.

When . . . and if . . . you were, didn’t that business stand out rivited in your mind? . . .

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