Most companies in America are better at delivering "excitement", the "sizzle", than they are providing customers' "basic" needs.
*Always keep in mind it is great that your company offers great amenities such as a free car wash, or donuts and upscale coffee. But if you are a service center and still don't fix their car they won't come back. You must meet their basic needs.
You can get me in the door, what do you do after that?
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