To all intents and purposes, you might think that companies no longer want to have any live interaction with their consumers. Automated answering, online ordering and interactive websites all increase business efficiency and might make it easier sometimes for customers to get what they want, but … [Read more...]
To Delight or Not to Delight. That is the Question!
I’m sure by now most of you have seen the article, “Stop Trying to Delight Your Customers” in the July-August issue of the Harvard Business Review (pp. 116-122 if you read it the old-fashioned way). In the article, Dixon, et. al., report on their 3-year survey of more than 75,000 … [Read more...]
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