The answer is : we would try harder !… We would do better, we would search a better solution to provide… explained Steven Van Belleghem in a TedX talk a year ago.

There are two scenarios : one is doing business with the brain and look for the bottom line, and the other is to do business with your heart  and do the best you can to help your customer regardless to the cost… Which one will lead to loyalty ?

But this is not enough ! To build loyalty you need to do something great together with your customers. The more you do with them, the more they will love you for it and become your best friends… Because that’s what a friend is : someone you do great things with !…

So inspiring ! Thank you very much Steven