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The thing that brings them back is not what you think it is

stickermachineYou can have the greatest product in the world. You can plan the most amazing communication strategy. You can deliver perfect customer service.

But it might not matter.

The thing that brings customers back, again and again, may be what you expect least.

Maybe it’s the sticker machine with princess stickers for the little girl — the little girl who insists that this is the one and only ice cream parlor worth visiting, but never eats the ice cream.

Lesson: Pay very close attention to real customers. What matters is what they do, not what your business plan says they should.

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