"I'd like to add principle #11...(so much for keeping it simple.) #11-Send an invitation. I think every time we interact with someone in person or otherwise, we are provided a brief opportunity to send an invitation...To discover something new or to appreciate the familiar-to have an unexpected experience (wow them!)-to build a relationship-to learn our value-to come back again...I wonder how many opportunities like this we miss?"
Thank Jennifer! Your 11th item is so spot on. There is so much to gain when you to take the extra step to surprise your customers with the unexpected and offer them an "invitation."