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The Value in Wowing Your Customers – Fred Reichheld – Harvard Business Review
A friend of mine in Dallas loves the local Chick-fil-A restaurant. The reason? An employee named Jose once asked my friend’s three-year-old to help with the mopping — and proceeded to give the boy a ride around the restaurant on the mop. For my friend, this was a “wow!” experience, the kind of out-of-the-ordinary event that you want to tell people about — and that inspires you to recommend the business that provided it.
Read all at The Value in Wowing Your Customers – Fred Reichheld – Harvard Business Review.
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