Santa realizes that the ultimate customer is one who brings the family in as well and introduces the product or the service to multiple generations. You get one sale and two generations out of it. Hopefully, it's the Disney model, or it used to be, when you build emotional value rather than transactional value. Your customers come back.

Great companies are great listeners, and Santa is the ultimate listener. He has thousands and millions of letters written to him every year. He knows every one of his customers' innermost thoughts and desires, and deepest wishes.

Customer loyalty is earned the way that Santa does it: through presence, gratitude, responsiveness, and memory.

Merry Christmas, everyone!

Santa didn't build a brand; he built a tradition, year after year, delivering the same joy and happiness generation after generation until it became a tradition. And traditions are the most powerful form of loyalty. Don't obsess over advertising or marketing. Obsess over your experience and the joy that you are offering. When your brand becomes an experience, a tradition, you never have to market it again.

Santa is the master of logistics he puts UPS and FedEx to shame. He understands that what really builds loyalty is not marketing, but delivering on your promises. We all love companies that get things done when they say they will. We brag about businesses that give us great Services. Sansa realizes that we don't need more leads. We need better fulfillment.

Happy holidays! It is the week of Christmas, and I hope you are all in a festive mood, ready for a great time with your family and friends. This week, I want to talk about the ultimate entrepreneur and what we can learn from him. That's right, Santa. What lessons can we learn?

So that is an incredible entrepreneur. He realizes that you must master production before you can scale. He is producing 364 days a year with no chaos, no burnout, no frantic quarter-four scramble. He knows his capacity and what he can deliver. He knows that a business is only magical when the operation behind it is organized and strong. You don't need more inspiration. You need systems that perform consistently. That's the magic.

The snow plow. They start at two in the morning so that the roads are clear. A great lesson for entrepreneurs: solve the problem before you're asked. Anticipation is worth more than speed. Reach out before the renewal is due. Act like the snow plow.

Let's talk about the tailor. Everyone loves a tailor-made suit. It feels better. It actually fits your body, your posture, your personality, and your insecurities, and the tailor sees all of that. We entrepreneurs need to do the exact same thing. We take our product to the market for a generic customer, but we can't do that. We must customize and make the customer feel like we're talking to them.

Think about your shoe shine. They work so hard, so ceremonially, with Flair and excitement to get your simple shoes clean. We need to do the same thing for our customers. You can't go past care. You can't scale caring. You must show your customers that you are there for them with Flair, just like the shoe shine.

Lighthouses are an important part of American culture, but they don't advertise. They don't talk to their customers. They don't run coupon codes. They don't worry about their pricing. They simply shine and make it safe for the rest of us. There's a powerful lesson here. We entrepreneurs need to serve constantly, even in the dark, especially when no one applauds and no one is listening. That is what true valor is: serving and doing good for others when no one is looking.

Happy holidays! I hope you're having a great holiday season so far. This week, I want to talk about some of the heroes that keep us happy and safe, not the police and the firemen. We already know them, and we give them a lot of praise. They deserve more, but this week I want to talk about even more unsung heroes, and I want to talk about the entrepreneurial lesson that we can learn from these heroes. I'll get started right after this.

When we wake up and smell the delicious coffee and the fresh bread, we need to remember that the bakery started at midnight. We only have fresh bread because they worked all night long. Our important lesson to remember: success is never created during the shift you're working on. It was created long before that. Playing now, succeed later.