Customer Experience Question:
What will happen if you do not have the resources for a delight the customer approach to customer experience?
Answer:
Companies that invest in delighting the customer without first making sure they are at least meeting the expectations of the vast majority of customers are probably wasting their money. Getting a free gift card for a restaurant is meaningless if the food and service are not so hot to begin with. The first priorities should be to drive down customer effort and sacrifice.
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