In this episode of "In Pursuit of Customer Loyalty: In Conversation Series," Gogo Cheng sits down with Michael Dufourneaud, an acclaimed author, executive coach, and Process Communication Model (PCM) Master Trainer. Michael shares his fascinating journey from comedian to PCM expert, highlighting the pivotal role of self-awareness and adaptability in communication. The conversation delves into PCM's unique approach to understanding human behavior and its practical applications in fostering genuine connections. Michael offers invaluable insights on cultivating long-term relationships, asking powerful questions, and maintaining a positive posture in customer interactions. The episode concludes with Michael's generous offer to spend 30 minutes with an audience member, underscoring his commitment to sharing expertise and empowering others in the realm of customer loyalty.