"Let's start from the end. Imagine a customer's perfect experience with your product or service. What does it look like? Feel like? Now, reverse-engineer every process in your business to align with this vision."
"Tools can now analyze customer interactions on social media, reviews and even through customer service interactions to gauge emotional engagement. This data is gold. It's not just about how many, but how much - how deeply customers connect with your brand."
"Forget broad demographics; the future is micro-tribes. These are small, intensely dedicated groups of customers who deeply align with certain aspects of your brand or product."
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