Stop Trying to Delight Your Customers  

Oleh:

Dixon, Matthew ; Freeman, Karen ; Toman, Nicholas

Jenis: Article from Bulletin/Magazine - ilmiah internasional
Dalam koleksi: Harvard Business Review bisa di lihat di link (http://web.b.ebscohost.com/ehost/command/detail?sid=f227f0b4-7315-44a4-a7f7-a7cd8cbad80b%40sessionmgr114&vid=12&hid=105&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d#db=bth&jid=HBR) vol. 88 no. 7-8 (Jul. 2010), page 116-122.
Topik: Customers; Companies; Service

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Perpustakaan Pusat (Semanggi) Nomor Panggil: HH10.41 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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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 that has a particularly attentive staff. But you probably can’t come up with many.

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