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In his book, Influence: The Psychology of Persuasion, Dr. Robert B. Cialdini discusses key principles for getting others agree with you and convincing them to
Denis Failly's insight:
"Understanding these key influences makes it easier to plan your customer experienceapproach. In relation to these six behaviors, Dr. Cialdini also speaks of reciprocity and consistency. He suggests that when you give customers deals, they’re more likely to return, and that when you continue to deliver excellence, they’re more likely to buy more from you again and again. As you go about your sales and marketing plans, consider how each activity will impact a buyer based on his or her location within the purchase cycle, and strive to gain loyalty from customers, and to achieve it yourself."