As ever, a very smart question from Seth:"As you get bigger and older, are you busy ensuring that a bad thing won't happen that might upset your day, or are you aggressively investing in having a remarkable thing happen that will delight or move a customer?"
Does your brand organisation invest in delighting consumers?
It should.
When consumers are delighted they often buy again and are more likely to become advocates.
It is worth the investment and effort as building advocacy has a very positive impact on business success.
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