How good does customer experience need to be?

Delighting customers can go far to generating loyalty but businesses must first understand customer expectations if they are to achieve it. MICHAEL HINSHAW sheds light on what it is that today’s consumers want.

If customer delight doesn’t lead to customer loyalty, then what does? Recent research conducted by the Corporate Executive Board (CEB) has driven passionate discussions around the topic of customer delight and how it relates to customer loyalty...

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