Add More Value

The video discusses the secret to success in business, which is to add more value than expected. This value is not just about products or services but involves doing the unexpected and simple acts of kindness that people remember. The focus is on gratitude, surprise, and delight, which lead to customer loyalty. Treating customers as individuals rather than just accounts ensures they return repeatedly. Bill Carmody concludes the video by summarizing these key points.

What role do gratitude, surprise, and delight play in business success?

Why is it important to treat customers as individuals?