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Marc Ecko on the Art of Showing Customers You Care

Fashion designer and entrepreneur Marc Ecko explains the importance of mastering the "emotional transaction" with customers.

Before Marc Ecko built his billion-dollar fashion and lifestyle brand, he had to get comfortable with the emotional rollercoaster ride that comes with being an entrepreneur.

Some of the challenges he's faced include finding out his business was structurally bankrupt, even though demand for his products was high, and receiving a cease-and desist-letter regarding his company's trademark.

During a conversation with Young Entrepreneur Council founder Scott Gerber, Ecko talked about how emotions work for and against entrepreneurs.

"There are a lot of people that I've met in my career that are smarter than me, more talented than me as it relates to design, more creative, more capable, but [they] were afraid, and they never seized their window of opportunity," he said. "We don't make room for the emotional realities that take place on the field, in the office, in the pursuit of your business."

For Ecko, thriving in a creative and business environment requires establishing an emotional connection with your customers.

"Ideas that create an emotional transaction is what you want to work on. The greatest currency that you can exchange with someone is that currency of caring," he said. "There's this belief that people have to wait to collect a marketing budget as a percentage of sales to get into the business of marketing and the business of making people feel something."

To hear more about Ecko's philosophy on connecting with customers, watch the video below.


Marc Ecko: Mastering the Art of Authenticity

Fashion designer Marc Ecko talks to Inc.'s Scott Gerber about his best advice for entrepreneurs, his lowest moment in business and his new book, Unlabel.

Last updated: Jun 26, 2014


Graham Winfrey is a staff writer for He previously covered alternative investments at Private Equity International magazine, prior to which he worked at Business Insider and He lives in Brooklyn, New York.

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