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. As matter of fact, you should look at the business-customer relationship directly from the opposite angle. Have people flock to you with good marketing and this will enable you to actually be selective, instead of chasing customers. To do this you have a great reputation, something you build over years with all possible means such as work ethic and solid marketing that uses newest channels of communication like social media and youtube. If you don’t know how to go about this, just contact professionals like pistachioconsulting.com who asses and optimize your youtube channel as well facebook and twitter profiles. With a SMM company you will get more traffic, more visibility and more respect from the potential clients.

Les mer hos Harvard Business Review (krever registrering for full artikkel): http://hbr.org/2010/07/stop-trying-to-delight-your-customers