How to Turn Customers Into Raving Fans — Live from the Kerfuffle Conference

Recorded live on stage at the Kerfuffle Conference at the ICC in Newport — where Toby had the unusual honour of warming up for Alastair Campbell — this episode reveals why the most powerful marketing channel isn't the one you're paying for. It's word of mouth. Drawing on a behavioural psychology principle called the peak-end rule (and a research study involving a colonoscopy, of all things), Toby sets out a three-step roadmap for estate agents: fix the worst moment, elevate the best moment, and nail the ending. Get those three right, and your customers won't just leave happy — they'll become walking, talking billboards for your business. 

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