Posted by Fred Zimny
The Value in Wowing Your Customers – Fred Reichheld – Harvard Business Review.
A friend of mine in Dallas loves the local Chick-fil-A restaurant. The reason? An employee named Jose once asked my friend’s three-year-old to help with the mopping — and proceeded to give the boy a ride around the restaurant on the mop. For my friend, this was a “wow!” experience, the kind of out-of-the-ordinary event that you want to tell people about — and that inspires you to recommend the business that provided it.
- Win on Service in a Tough Economy – Harvard Business Review (serve4impact.com)
Tags: Because i like to share again and again, Chick-fil-A, Colleges and Universities, Dallas, Education, Fred Reichheld, Front Office and Customer Service Operations, Knowledge management, Performance management, Harvard Business Review, Massachusetts, Social CRM and social business, United States