The Law of Customer Surprise -- Transforming Satisfied Customers into Surprised Customers: Transforming Satisfied Customers into Surprised Customers

Author: Timothy Keiningham
Publisher:
Publish Date: 2003-09-01
Features: If making customers basically satisfied is a company's ticket to entering a competitive market, then making customers surprised is its fundamental condition for survival. Raising 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 Rule of Customer Surprise" provides managers with a step-by-step strategic program to help companies improve their customer satisfaction levels and enable them to offer products and services with creative qualities that customers never expected.