The 2020 Mid-Year Economic Update_long

MDM Interview: Why Customer ‘Delight’ is the Wrong Goal

The desire to “delight your customers” is a noble one. But the effort involved may be better used elsewhere. Rick DeLisi, senior director of advisory services for CEB’s sales and services practice and co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty, spoke with Associate Editor Jenel Stelton-Holtmeier about how distributors could better focus their efforts to provide a better customer service experience for all customers online and off.

This article includes:

  • A strategy that works better than the strategy of delighting customers
  • The worst question a customer service agent can ask
  • New challenges to customer loyalty

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  • MDM Interview: How to Stand in Your Employees’ Shoes
  • Where Managers Blunder
  • Yes, Customers Want to Hear from You

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