I just got finished interviewing my friend Phil Jones regarding his book, 'Exactly What to Say'. It's a nuance of what to say to your customer, and when to say it in those 5 to 10 crucial moments of the customer experience. I really can tell you, based on the conversation, it is the difference between whether you're eating Kraft dinner or filet Mignon as a result of what your business is putting out for you. So tune in, take a listen, and get educated.
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