As I noted in yesterday's post, we live now in the age of customer capitalism. The era of shareholder capitalism, i.e. pushing products and services at customers, tweaking the supply chain, parsing ...

Recent empirical research has shown the benefits for the service firm of providing customer delight. With this link established, it is now important to garner a greater understanding of the drivers of ...

Customer delight extends beyond customer satisfaction. It's those little things that wow your customer base and show you care. Being memorable is one of the keys to business success, but achieving ...

When growing businesses need to compete with incumbents in any industry, they need to bring a secret weapon to the market. Those larger companies have bigger guns, bigger budgets, and serious ...