2010 Contact Center Loyalty Programs Self Service 
Kustomer
NOVEMBER 25, 2021
So, the article you’re referring to, we wrote this article back in 2010. And I think we kind of, at one point we just felt like we had enough for a book, and we pulled up and published the book, but the HBR article in 2010 was called Stop Trying to Delight Your Customers. And as a company you have got to handle the baggage.
Kustomer
MARCH 12, 2020
Matt talks about the strategies involved in delighting customers, how to train customer service reps, and what the ultimate effortless experience is. So, the article you’re referring to, we wrote this article back in 2010. I mean that was 2010 you said was that came out a couple of years later. Gabe Larsen: (10:05).
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