![[Recommended] Stop Trying to Delight Your Customers](../wp-content/uploads/2014/10/ffhb-lulu.png)
The idea that companies must “delight” their customers has become so entrenched that managers rarely examine it. But ask yourself this: How often does someone patronize a company specifically because of its over-the-top service? You can probably think of a few examples, such as the traveler who makes a point of returning to a hotel […]