Articles with Customer Effort

When Delighting Your Customers Isn’t Enough

So many businesses want to focus on the glamorous creation of "Moments of Wow!" that will create customer loyalty, but they are hard to sustain and repeat. On the other hand, if companies focused on creating relief and "Moments of Phew," they may find customers love that.

Should I Stay or Should I Go?

How to deal with the inevitable delays and queues that keep customers waiting in frustration