The idea that companies must “delight” their customers has become so
entrenched that managers rarely examine it. But ask yourself this: How
often does someone patronize a company specifically because of its
over-the-top service? You can probably think of a few examples, such as
the traveler who makes a point of returning to a hotel that has a
particularly attentive staff. But you probably can’t come up with many.
Now ask yourself: How often do consumers cut companies loose because
of terrible service? All the time. They exact revenge on airlines that
lose their bags, cable providers whose technicians keep them waiting,
cellular companies whose reps put them on permanent hold, and dry
cleaners who don’t understand what “rush order” means.
Monday, May 30, 2016
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