If you can spare a few minutes read this interesting article from Harvard Business Review: https://hbr.org/2010/07/stop-trying-to-delight-your-customers.

 

This article raises the point that whilst poor customer service can cause customers to leave there is a limit to how good your service has to be to make them stay. Simply put, for any business there should be a point at which your service is good enough to not negatively impact customer loyalty, and improving beyond this point is unlikely to result in additional profit – for many businesses this point will fall some way short of “delighting” your customers.

 

What do you think? Have you experienced this either as a business or as a customer?

 

 

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