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In our new paradigm, your business must make people feel. The people who need to feel good about your brand are your customers, and your job is to make them happy. Customers are happy when they feel you understand their needs and are willing to sacrifice to make sure they’re met. This sacrifice can manifest itself in many forms—from working extra-hard to provide the goods or services you promised, or going above and beyond to fix something that went wrong. Whatever you do, when you meet the needs of your customers consistently and exceed their expectations with more care for their happiness than your bottom line, you become worthy of loyalty and trust. That loyalty and trust strengthens the connection that’s the bedrock of a great brand and a key component of unlocking your creative potential. That’s what it means for an organization to be emotionally generous.

@alanphilips

GREG RAKOZY ANDREA PIACQUADIO

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