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Creating Happy Customers
In the last 20 years, Gallup has interviewed over a billion customers, trying to identify what they really want. As you would expect, they first discovered that a customer’s needs vary by industry. Surprisingly though, they found 4 sets of customer expectation that consistently spanned across various types of business and people. These expectation are what they call hierarchical, meaning that you need to accomplish 1 and 2 before 3 has any value. I was … Continue reading
