It's Not What You Say – It's How They Feel » Make or Break Moments
Make or Break Moments
JANUARY 11, 2010
Will customers remember the 20% discount we gave them or the fact that we were open in the evenings? ’ How true is that? Will they remember that we offered them coffee or used their name? No, but it is all of those little details that add up when the customer thinks back on how the experience MADE THEM FEEL.
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