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Is customer delight overkill?

This article also appeared in Finweek Magazine in their 13-Dec-2012 issue

If you were asked, “Do you need to delight your customers?”, you’d probably say yes without hesitating. The concept of customer delight has become so ingrained that we seldom question it. But does your company really need to delight your customers? New research suggests otherwise.

customer delight

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