The other day, I had an unexpectedly amazing experience with a Squarespace customer service representative. To summarize, the representative not only constructed an articulate response to my question, he went out of his way to record himself detailing the answer to my question. My positive experience with Squarespace got me thinking about all the little things that brands do, or don’t do, that either solidify customers’ perceptions or destroy them. Here are some thoughts on why....

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