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Here’s what makes your customers quietly stop coming back.
Over the weekend, my fiancé tried on a t-shirt he had ordered (bear with me, this is going somewhere...) It was the same brand, same cut and same size he’s been wearing for years. Fresh out of the package…and it looked like a completely different shirt.He turned to me, deadpan, and said, “Is this a joke?” I'll give you one guess to see if he ordered another shirt from them. We laughed...but it also hit a nerve. That moment of disconnect between what you expect and what actually shows up is...
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