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 Tuesday Coffee with a Consultant
Tuesday Coffee with a Consultant
Each Tuesday at 8:30 am, Longwood SBDC will host an open forum via Zoom with subject matter experts. Tune in for an hour of discussion with consultants on current topics of interest to area businesses.

December 8 – How to Create a Customer Surprise Culture in a Small Business

Join Vince Magnini as he offers some practical ways to create a culture in a small business in which a continuous stream of customer surprise ideas can be generated and implemented.
Customers often enter service transactions with predetermined ‘mental scripts’ regarding how they predict the transactions will unfold and are not paying close attention. In order to gain their full attention, firms must find ways to surprise consumers; that is, firms must spawn script deviations for them. Research indicates that these script deviations can cement consumer loyalty.

Dec 8, 2020 08:30 AM in Eastern Time (US and Canada)

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