Customer Surprise Law: Transform Satisfied Customers into Surprised Customers

Author: Kevin Ham
Publisher:
Publish Date: 2003-09-01
Features: If making customers basically satisfied is a company's ticket to entering the competitive market, then making customers surprised is its fundamental condition for survival. Elevating customer satisfaction from "satisfied" to "surprised" will bring significant competitive advantages to those companies that first implement this strategy and consistently adhere to it. "The Law of Customer Delight" provides managers with a step-by-step strategic approach to help companies improve their customer satisfaction levels and enable them to offer products and services with creative qualities that customers never expected, thereby delivering delightful surprises.