Do you know the difference between a satisfied and a highly satisfied customer? If not, you could be significantly undercutting your profit margins. Co-author of Capturing Loyalty: How to Measure, Generate and Profit from Highly Satisfied Customers, John Larson, explains how you can shrink your client base and still increase sales. Then, Small Business Technologist and Host of Expand with Tech, Melanie Gass, shares how Small Business Saturday by American Express can help connect your company and community.

• [00:00:00] Understanding Your Customer's Needs
• [00:05:38] How to Increase Profits by 850%
• [00:11:30] Fire Your Dissatisfied Customers
• [00:18:20] The Customer is NOT Always Right
• [00:26:25] American Express Small Business Saturday
• [00:33:21] Planning for a Seasonal Slow Down

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