Conventional Wisdom holds that to increase loyalty, companies must "delight" customers by exceeding service expectations. But no matter how exciting special deals may be, the "dazzle factor" does not
Describes how many companies erroneously believe that customer loyalty is won by dazzling them, but that research and surveys show that loyalty is based on delivering on basic promises and offers insi
Describes how many companies erroneously believe that customer loyalty is won by dazzling them, but that research and surveys show that loyalty is based on delivering on basic promises and offers insi
