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As businesses, we have to focus on creating experiences for our customers that go above and beyond. Any business can offer a discount or reward points to gain market share. If you have a customer base that returns to your business simply out of convenience, you are at risk of losing them to these offers.
But, if you have a customer base that returns because of a personal connection, a story or an experience they remember being above and beyond what they expected, then research shows they are much less likely to be drawn away based on gimmicks or sales.
– Randy Hall, 4th Gear Consulting