Tag Archives: delighting customers

A Brief Study in Contrast

Two customer experience stories in the same day. One is an example of great (and from an airline no less). The other is an example of pathetic, at best. Let’s start with the great one. I was sitting in the … Continue reading

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Stop Trying to Delight Your Customers…

is the title of a an article in the July-August 2010 HBR.  It is full of good advice for customer service centers.  Money quote (my paraphrase): “delighting customers doesn’t build loyalty; reducing the effort they must expend to solve a … Continue reading

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