The idea that companies must “delight” their customers has become so entrenched that managers rarely examine it.
But ask yourself this: How often does someone patronize a company specifically because of its over-the-top service? You can probably think of a few examples, such as the traveler who makes a point of returning to a hotel that has a particularly attentive staff. But you probably can’t come up with many.
Now ask yourself: How often do consumers cut companies loose because of terrible service? All the time. They exact revenge on airlines that lose their bags, cable providers whose technicians keep them waiting, cellular companies whose reps put them on permanent hold, and dry cleaners who don’t understand what “rush order” means.
Continue….
https://hbr.org/2010/07/stop-trying-to-delight-your-customers
Posted on 18 January 2017
Tags: Recommended, Stop Trying to Delight Your Customers
About the Author
Tayo K. Solagbade is a Location Independent Performance Improvement Specialist and Multipreneur (i.e. a highly versatile/multi-skilled entrepreneur), with a bias for delivering Best Practice solutions to Farm Businesses and others.
Since 2002, he has earned multiple streams of income providing individuals and organisations with personal development training and coaching, custom MS Excel-VB solutions, web marketing systems, freelance writing services, and best practice extension support services (for farm business owners).
Tayo is the author of the Self-Development (SD) Bible™, the popular Livestock Feed Formulation Handbook, and developer of its accompanying Excel-VB driven Ration Formulator - as well as the increasingly popular Monthly Poultry Farm Manager app.
On 1st April 2013, Tayo (who reads, writes and speaks the French language) relocated to Cotonou, in the French Speaking Benin Republic on the first lap of his slow travels across the West African region. His key purpose is to deliver talks, seminars and workshops on his key areas of focus and interest to interested audiences (Email tayo at tksola dot com for details).
When he's not amazing clients with his superhuman skills (wink), Tayo works as the creative force behind his Daily Self-Development Nuggets blog - on which he also publishes previews of paid issues of The Farm CEO™ Newspaper (www.thefarmceo.net), in addition to his FREE Weekly Public Speaking/Web Marketing IDEAS newsletter - which he uses to promote Burt Dubin's Public Speaking Mentoring service to experts across the African continent.
Visit Tayo's Flagship Performance Improvement website to download over 10 performance improvement resources to boost your personal and work related productivity.
Join Tayo's international community of fans on his Flagship MS Excel Heaven Facebook page (click here). You can also connect with him via Twitter (@tksola).
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