...from Creating Passionate Users
excerpt:
"Marketers and managers tell us to "delight" the customer. But they're usually talking about heroic gestures, "empowering the front line", and virtually always about how to use this "happy customers" focus as a competitive advantage.
But sometimes it's the smallest of things that can make all the difference. Things that aren't bullet points in the brochure or check marks in product comparisons.
Things that just... make you smile. Things the one who made you smile didn't need to do."
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