Episode breakdown:

0:27 – Gaining information to help tailor events around new clients’ hobbies
2:18 – The process of collecting and utilizing those details
3:57 – Why you need to distinguish a client experience from a service model
7:13 – Categorizing clients with more positive labels
9:01 – Creating experiences even for lower-tier clients
11:45 – The challenge of communicating embedded opportunity to a seller
12:32 – Figuring out what’s most important to learn about new clients
15:53 – Applying that to due diligence about your next purchase