If you think your customers know you by reading your Web site bio, think again. If you think you create loyalty from a simple brand statement, think again. If you think all this innovation separates you from tradition, please think again. The past Every Friday morning, as a boy, I joined grandma on her weekly trek to the butcher. Shelly knew exactly what kind of chicken grandma preferred for the Sabbath meal. It was bagged when we arrived. Her name, scribbled across the wrapping. A few marrow bones thrown in for her soup. No charge. And a sugary bow tie cookie for me. Every so often as a boy, I'd join grandpa to the shoe repair store. Mario, the owner, was a tiny man dwarfed by stacks of shoes and shoe parts. His olive skin held a shiny patina from all the polish he handled. &...
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