Building relationships between people is powerful because people fundamentally buy from people. If you want to build trust with your customers, get to know them. They’ll come back for more! This loyalty-and-repeat process will build a moat around your business to protect its long-term profitability. The first step is to shift the focus from “changing behaviour” to “changing heart”. The second is about practices and tools that get the whole organization committed to ‘wowing’ customers at every opportunity. Here are six ways to do the “wow”.