What inspired the author to focus so heavily on customer delight rather than just satisfaction?
Around the Web·le mois dernier
La discussion entre lecteurs est ouverte maintenant. Un auteur vérifié pourra intervenir après avoir revendiqué ce profil.
What inspired the author to focus so heavily on customer delight rather than just satisfaction?
Did anyone else find the stories/examples in the book really motivating but also a bit idealistic?
How do you think these customer service principles hold up in the digital age with online reviews and social media?