Why Wowing Customers (Alone) Isn’t Enough

Courtesy of sayitcommunity.com

Lately, I’ve been listening to Harvard Business Review’s excellent Idea Cast during my commute, and have been inspired by some of its ideas. The latest on “Why Delighting Your Customers is Overrated” was quite a revelation.

Presenting findings from a study of some 75,000 people by Matthew Dixon, managing director of the Corporate Executive Board’s Sales and Service Practice, it revealed the following findings:

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