Have you ever had that moment on the phone with an employee of a major service provider and you felt like they were reading a script? You were keenly aware that perhaps because they were being recorded (yes, you were told that when you were on hold) they could not be themselves.   I don’t know about you, but fake is fake and real is real, and I can smell the difference. If you want to build loyalty… smile, connect and listen.  You’ll be loved for life. Watch the video below for more…

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