Wasting money for your customers and your organization, in my opinion. Exceeding is enough. What do u think?
The notion of going above and beyond customer needs is so entrenched in organizations that managers rarely question it. But delighting your customers may be a waste of time and energy. In fact, most customers just want a simple, quick solution to their problem.
- An Innovative Approach to Quantifying Customer Effort (serve4impact.com)