Delight and Acting

Posted on 26. Jul, 2010 by Tom Foth.

A podcast at the Harvard Business Review by Matthew Dixon, managing director of the Corporate Executive Board’s Sales and Service Practice was brought to my attention today.  Entitled, “Why Delighting Your Customers Is Overrated”  (http://s.hbr.org/b4BTUf), Dixon explains that there is an emerging trend for customer support organizations to set themselves up for “heroic saves” that [...]

Continue Reading