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Day 18: The ultimate question to ask your customers
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Reading the book "The Ultimate Question 2.0" by Fred Reichheld, I really loved the concept of bad vs good profit. It is true that some companies earn money from customers that don't really like the brand but are forced and/or tricked into paying. On the balance sheet and on the short term, it might work but it is defintiely not a sustainable strategy and - just like Gary Vaynerchuck loves to say - internet is making easier and easier for people to expose you and your brand, if your customer service sucks.
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