The Harvard Business Review has a great article in their July-August 2010 issue titled:
STOP TRYING TO DELIGHT YOUR CUSTOMERS!
“Two critical findings emerged that should affect every company’s customer service strategy. First, delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Second, acting deliberately on this insight can help improve customer service, reduce customer service costs, and decrease customer churn.”
For the entire article, click here. Great advice!
Kathy Howe aka SedonaKathy