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Sometimes It’s Not About the WOW! It’s About the Un-WOW!
Everyone wants to WOW their customers. They think that customer delight comes from going above and beyond or delivering an over-the-top customer service experience. I’ve always preached that the most...
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The Difference Between “Surprise and Delight” and Just “Delight”
Surprise and delight is a great customer service concept. Or is it? The concept behind surprise and delight is to surprise the customer with a level of experience that they weren’t expecting....
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Avoid Customer Confusion
Today’s customers are smarter than ever. They know how to buy. The digital/online world has given customers the power to research products, read reviews, and compare prices. Often, customers have made...
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The Unexpected Stands Out – Especially If It’s Bad
In the customer service world, people have expectations. They want to be treated with dignity and respect. They expect that if they buy something, it will work and do what it is supposed to. If it...
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