Gartner Research

Executive Guidance: Blinded by Delight

Published: 26 February 2014

ID: G00340948

Analyst(s): Marketing Research Team


Despite the focus and countless dollars aligned to delivering “above and beyond” service, there is essentially no difference between the loyalty of customers whose expectations are exceeded in service interactions and those whose expectations are simply “met”.The latest installment of CEB’s Executive Guidance suggests that the best companies and the most progressive leaders have stopped trying to exceed expectations and are focused on making it effortless.

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