My mother probably never heard the term "relational marketing", but that was in fact what she did, and was probably a key factor in why her upscale women's retail shop doubled its profit margin each year for the first eight years of business. In my mother's first brick-and-mortar store sat my great-grandmother's rocking chair, with the groove in the wooden arm where my great-grandmother would rub her thumb back and forth while she rocked on her porch. Tucked in a little nook, there was usually someone occupying that chair, rocking and talking to my mother, who ...
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