Ebbinghaus, Hermann, 192-193
emotion, role of, 36-43
Evergreen Experience Audit, 106, 149-150, 184-189
Evergreen Summit, 68,105, 224
Evergreen, 10-11, 67, 111
expectations gap, 51, 125, 143-145
experience-driven sales process, 108-114
F
Federal Trade Commission, 130
follow-up, 51, 54-55, 71,116, 127, 140, 149, 183,193-194
G
gravitational pull, 101-103
guarantees, 129-135
I
Iyengar, Sheena, 41
K
Kahneman, Daniel, 23, 27, 83-84, 86, 178, 182
L
language in sales process, 110-114
leads, 100-103
learned helplessness, 153-159
Lindstrom, Martin, 171-172
Loftus, Elizabeth, 31-32, 39-41, 87, 179
logic vs. emotion, 15-18, 137, 174
loving your customers,222-225
Loyalty Loop Diagnostic, 53-63
M
Maher, Barry, 89-92
N
narratives (cognitive), 22-31, 33, 36, 43
Net Promoter Score (NPS), 194-200
new customer experience, 67, 74-89
new vs. old customers, 66-67
90-45 Rule, 200-203
P
Peak-End rule, 178-183
persuasion, 14-17, 48-49, 67, 91, 93, 107-109, 112-113, 119-120, 123, 125-126, 128, 136
Pick-3 Process, 204-210
preemptive marketing, 75-80, 85, 115, 208
R
Remarkable Moments, 60, 116, 160-169, 183, 198, 228
repression, 38
response speed, 53, 88-89, 149
risk aversion, 25
role of emotion, 36-43
S
sales process, understanding your, 106-108
Seligman, Martin, 82-84, 153-154
Simons, Dan, 34
Skeleton Protocol, 89-92
social proof, 26, 208
speed of response, 53, 88-89, 149
T
Tannenbaum, Melanie, 35, 42,
testimonials, 137-141
testing sales efforts, 115-118
touch points, 53, 56, 72,184, 186, 209
traditional sales approaches, 93-96
trust, building, 118-120
trust, cementing, 96-100
U
unboxing, 171-176
W
Weiss, Alan, 110, 119, 123-124, 161