http://blog.jimnovo.com/2007/03/09/nice-to-new-customers/ Moving from a Low Accountability to a High Accountability Business Model Sun, 7 Mar 2010 12:47:21 -0500 http://wordpress.org/?v=2.8.4 hourly 1 http://blog.jimnovo.com/2007/03/09/nice-to-new-customers/comment-page-1/#comment-66276 Zaheen Bagasrawala Wed, 15 Apr 2009 10:47:23 +0000 http://blog.jimnovo.com/2007/03/09/nice-to-new-customers/#comment-66276 I have often encountered in truly difficult service situations a "manager" who has created "wow" for me by stretching that extra mile to make my experience memorable. Imagine shopping in a crowded Retail store on a festival day and getting the unexpected treat of a customer care executive offering to take care of your billing and agreeing to home deliver your purchases. It is all about the "surprise" factor at work here! I have often encountered in truly difficult service situations a “manager” who has created “wow” for me by stretching that extra mile to make my experience memorable. Imagine shopping in a crowded Retail store on a festival day and getting the unexpected treat of a customer care executive offering to take care of your billing and agreeing to home deliver your purchases. It is all about the “surprise” factor at work here!

]]> http://blog.jimnovo.com/2007/03/09/nice-to-new-customers/comment-page-1/#comment-343 WOW: Way Over wRated « Marketing ROI: Whims from Ron Shevlin Fri, 09 Mar 2007 19:04:37 +0000 http://blog.jimnovo.com/2007/03/09/nice-to-new-customers/#comment-343 [...] UPDATE: For a further discussion of this, please visit this post on Jim Novo’s Marketing Productivity Blog. [...] [...] UPDATE: For a further discussion of this, please visit this post on Jim Novo’s Marketing Productivity Blog. [...]

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