Avoid This Customer Service Mistake with Matt Dixon
Kustomer
NOVEMBER 25, 2021
This was a multi-year, probably 10 year plus research effort. 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. The first one was what we call a channel stickiness.
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