Metric Sherpa Head of Education and Enablement Nate Brown shares why even in an AI world, real customer interactions matter in creating lasting loyalty. Let AI handle the data, the context and the history, but then make a real customer connection. Using Crate & Barrel customer service as a real world example, "It's not about the broken vase, it's about making beautiful living spaces for moments that matter." Motivate your employees by showing them the impact they're making with customers by "putting the fish on the dish," sharing the raw truth of what customer think without manipulation or narrative building. At the end of the day, the right choice is to be a servant challenger who breaks the status quo and helps wake customers up from bad assumptions. But are you doing it in a kind, edifying way? "Be an architect of hope. When you can unlock hope inside of people and inside of your customers, you become a force to be reckoned with."

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