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Invest in Second Contact

How many times have you bought something once from a business, and never returned?

How much time, energy and money did that business owner, or any company, devote to getting that first point of contact with a customer? The doughnut shop that attracts a passer-by with its signage, the hotel that pays for placement in the travel magazine, the artist who spends hours grooming her Instagram account.

Having done the hard work of attracting people, how much do we invest in ensuring we get another chance to serve that customer tomorrow?

We have come to believe that attention and awareness are the currency of success. They’re not. What matters more than getting someone’s attention is what you do to change how they feel once you’ve got it. Successful businesses are built on earning the second interaction, and the one after that.

Both the business and the customer win when we prioritise affinity over attention.

Image by Garry Knight

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