The Starbucks Experience by Joseph Michelli
Author:Joseph Michelli
Language: eng
Format: epub
Publisher: McGraw-Hill
Published: 2007-08-31T04:00:00+00:00
Delighting Your Customers
It has been said that the only two things one can count on are death and taxes. Wouldn’t it be great if consistent quality and experience were an equally sure thing? Since consistency is rare and valued, companies that master it ultimately thrive.
Predictability produces customer delight. People are pleased when they know that a company will deliver what it promises. And even when something goes wrong, an employee or manager can still delight the customer by going the extra mile to make things right. Delight is the result of an unwavering commitment to creating a comfortable and trusted customer relationship.
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