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  CONTENTS >> CUSTOMER SERVICE   Nov/Dec 2007
 
EXECUTIVE SUMMARY

Surprise and Delight

Going Above and Beyond Customer Expectations

By Laurie Brown



In today’s market where customers are more and more informed and demanding, the merely satisfied customer is not necessarily going to be a loyal customer. Service needs to be taken to a higher level where customers’ expectations are exceeded. The more you know about your customer, the more personal the service you can provide.
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