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I have been saying to businesses large and small for decades now: there’s an affection button that you must press. It’s the button that, once activated, creates the emotion: “I like these people.” That is one of the most potent feelings in business, yet it’s also the most ignored. Last week I showed how small, […]

I have a question for you: is your business liked by anyone? We don’t usually view businesses in that way, do we? It’s not one of the regular aims of a business, to be held in affection by any party. We are far more transactional than that. We provide a product or service, customers gain […]

Last year I happened to be visiting the United Kingdom. I found myself in a department store, looking through the clothes section. A lady passed by me, and I caught a glimpse of her face. It seemed vaguely familiar, but I couldn’t quite place it. Had I seen her on the news in years past? […]