Most small business owners are competing in crowded, noisy markets — and yet the real opportunity sits in the quietest channel of all: the handwritten, human-to-human space almost no one uses anymore. In this session, Greg Smith and Steve Dart reveal why emotional connection, genuine appreciation, and memorable experiences are the new differentiators in a world drowning in automation and generic touchpoints. If you want clients who stay longer, spend more, and refer willingly, this training will reshape how you think about loyalty and attention.
Join our free live training every Tuesday from 6–7:30pm AEST👉 Register here: https://ezyurl.co/bosio
What You’ll Learn:
• Why most businesses lose customers even when their systems are excellent
• The five-step Six Star Business model and how it creates unforgettable experiences
• Why caring, empathy, and appreciation directly increase profitability
• The difference between customer service and customer experience
• How to surprise, delight, and wow clients in ways competitors never think of
• Why emotional labour creates loyalty in a crowded marketplace
• How handwritten mail becomes a standout lead generation and retention tool
• How LinkedIn optimisation, kudos, and small touchpoints build trust
• Real campaign examples from Send Handwritten’s six-star model
• Why human connection outperforms automation when trust is low
Why It Matters:
When everything looks the same — websites, emails, funnels, ads — the only true differentiator left is how you make people feel. Businesses that understand emotional connection win in attention, loyalty, referrals, and long-term revenue. This session shows you how to stand out by doing what everyone else ignores: being deeply human in a digital world.
About the Speakers:
Greg Smith is the CEO of Send Handwritten and co-author of “How to Be a Six Star Business”. After decades in outdoor education and leadership, he now helps entrepreneurs elevate their customer experience and loyalty through emotional connection and authentic appreciation.
Steve Dart is a direct response strategist and former Red Bull marketing manager. With deep expertise in LinkedIn, creative campaigns, and relationship-based lead generation, he helps businesses get the attention of hard-to-reach decision makers without relying on outdated tactics.
Timestamps:
00:00 Why authentic attention now lives in the quietest marketing channel
01:21 Introducing Greg Smith and Steve Dart
02:34 What a Six Star Business really means
05:23 The cost of forgetting your customer experience
07:43 Jetstar vs Singapore Airlines: identical service, different experience
10:13 The Five Steps: Care, Ubuntu, Wow, Experience, Loyalty
14:15 Surprise, delight, and creating memorable emotional moments
17:44 Why experiences are remembered more than products
19:37 Loyalty, trust, and keeping your word
22:36 Caring is profitable: the “John” story
29:29 Inside the Send Handwritten Six Star Hotel model
32:23 Data, handwriting, wax seals, and high-touch campaigns
35:30 Audio DigiCards: digital-first connection
36:17 LinkedIn optimisation, kudos, and positioning
44:17 The power of personalised recommendations and social proof
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