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This is an incredibly insightful episode that will cause you to rethink the customer experience from both the customer and business perspectives.

So many businesses optimize for the first sale with no consideration for investing in an experience that will result in creating extremely loyal customers that will continue to buy from you again and again.

This episode includes some incredible customer experience stories that Community members shared in the live chat as well as from our own encounters. In one story, a business that previously used to get people who constantly asked for discounts made a simple change that revolutionized how their customers saw their products and services. Not a single one of the new customers ever asked for a discount.

We talk about how you can use customer support to turn unfortunate circumstances into a unique opportunity to craft an incredible story that will turn your customer into an ambassador.

It’s also full of discussion around promotion, discounts, popups, and other things that may appear to deliver tantalizing initial returns but are, in reality, affecting your long-term brand perception and success. This was one of the most enjoyable and eye-opening episodes in recent memory.

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