Impeccable Standards

Customer Experience Tip #1446

“Does it make economic sense to go over the top with it [customer experience]? I would say ‘yes’ because it creates that stickiness which is hard to measure. Aside from that customer coming back, you are going to benefit from word of mouth. I’ve had students telling stories about things that happened more than 10 years ago.”

–Stefan Thomke, Harvard Business School Professor

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