You need to understand that every time you meet your client, it impacts the relationship. Clients want an emotional connection with you. You need to understand their expectations to be able to meet them.
The experience the client has must be positive and special. How do you ensure that? Show passion. Be committed. So how do you make sure your employees have passion and are committed? Put them in the right roles.
Be sure to put in that quality time with your clients. Otherwise another company will get a better relationship with your client. Then you lose clients.
Hot Topic Spamming Failures - I follow a friend into a Hot Topic store in the mall. Saw some cool merchandise. Decided to buy something. The salesperson asked me a bunch of questions, ...