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lead generation, he helps businesses get the attention of hard-to-reach decision makers without relying on outdated tactics.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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