Forget Customer Satisfaction. Think Customer Surprise

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Customers say service is getting worse. And, as we know, they're always right. Buck the trend with these five keys to customer delight.

Andrew Kraemer's insight:
Nice, easy article to read about customer service - it is worth your 5 minute investment of time. It has caused me to think about how can I give my customers a surprise? I don't have the answer yet but it looks like something I should put on my to-do list. Knowing how I think - I tend to overcomplicate everything - I need to remember to keep it simple.
http://www.inc.com/peter-economy/forget-customer-service-think-customer-surprise.html

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