January 2011
1 post
4 tags
Surprise and Delight: The secret to creating...
I have come to expect that when I call a company for customer support, I am subjecting myself to frustratingly long hold times, mazes of prerecorded soundbites that have nothing to do with my problem, and customer support reps who speak from a script and can’t do anything to help me. I know I am not alone. But, our low expectations do provide companies with an opportunity: the opportunity to...