Chapter Two of UnSelling gets right into things with a great story about a company, Ritz-Carlton, going above and beyond with their customer service when a young boy loses his favourite stuffed animal while on vacation at one of their Florida hotels. What they didn't know at the time was that the father was a writer for The Huffington Post, and he would go on to write a rave and somewhat viral review of the experience. The story is a great example of a positive customer experience that generated a powerful customer reach with zero marketing dollars spent.
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