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Internet Marketing & Digital Strategy
Stop Trying to Delight Your Customers

Stop Trying to Delight Your Customers

Harvard Business Review - Matthew Dixon and Karen Freeman and Nicholas Toman

Conventional wisdom holds that to increase loyalty, companies must “delight” customers by exceeding service expectations. A large-scale study of contact-center and self-service interactions, however, finds that what customers really want (but rarely get) is just a satisfactory solution to their …

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