Stop Trying to Delight Your Customers: The Idea in Practice

Matthew Dixon, Lara Ponomareff, and Anastasia Milgramm, hbr.org

The notion of going above and beyond customer needs is so entrenched in organizations that managers rarely question it. But delighting your customers may be a waste of time and energy. In fact, most customers just want a simple, quick solution to…

From personal experience I know this to be true, sometimes. However efficient service is part of great service and a lasting relationship with a brand too. Great service, in some industries is still a great competitive advantage.