For years, customer service experts have emphasized that customer delight is the key to building loyalty. Companies and their front-line representatives have been urged to “exceed customer expectations” and “under-promise and over-deliver.” But a new study reveals a different secret to gaining loyal customers.
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Recently I had the opportunity to attend a presentation by Dr. Richard Strozzi-Heckler. Richard is an outstanding teacher, an acclaimed executive coach, and a sixth degree black belt in the martial art of Aikido. As you might expect, Richard takes a very disciplined approach to leadership development. His latest book is called The Leadership Dojo, […]