The vast majority of word of mouth happens offline, in everyday conversations. In THE SCIENCE OF CUSTOMER CONNECTIONS, Karrh offers simple concepts plus practical guidance for individual professionals, teams and complex organisations to be part of those conversations in ways that increase their business. With clear language and a sense of humour, Karrh guides readers step by step to create: · A message that is memorable, interesting to buyers and built to share · A growing set of messengers who include your story in their everyday conversations · Management habits that build consistency and scale Readers will be equipped to engage customers and employees, build trust and increase profitably - without necessarily having to change their business model, offerings, pricing, distribution or people. Instead, they can quickly elevate the way that everyone close to the business talks about it, consistently resulting in stronger cross-selling and upselling of additional products and services, higher customer satisfaction and more consistent employee engagement. Inspirational actual examples are presented from entrepreneurs and career changers, successful companies and large global organisations.