The idea that companies must “delight” their customers has become so entrenched that managers rarely examine it. But ask yourself this: How often does someone patronize a company specifically because of its over-the-top service? You can probably think of a few examples, such as the traveler who makes a point of returning to a hotel that has a particularly attentive staff. But you probably can’t come up with many.
Les mer hos Harvard Business Review (krever registrering for full artikkel): http://hbr.org/2010/07/stop-trying-to-delight-your-customers