As consumers we continually make emotional decisions yet many businesses operate on the premise that all customers are rational and logical and buy based on Product, Price, Place and Promotion. Why is it that the heart of the same person brought to tears by a tragic story in the news can turn to stone as soon as they walk into the office on a Monday morning to resume their role as a leader or manager? Showing that you care and value customers still appears to be an anathema for many; here are seven suggestions as to why this has happened and continues to do so….
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