Conflicting Views on Customer Service

A recent survey by the HBR suggests that exceeding customer’s expectation (delighting them to coin a phrase) won’t get you more customers.  But not giving them what they want will cause them to walk.

Seth Godin on the other hand maintains that:

recovering from failure is such a great opportunity. If you or your organization fail and then you pull out all the stops to recover or make good, the expectation/delivery gap is huge. You don’t win because you did a good job, you win because you so dramatically exceeded expectations.”

So you have two choices:

1.  Deliberately mess up and then fix the mess.
2.  Don’t mess up in the first place.

Which is it going to be?

Personally I would go for option 2 (with 1 as a backstop)

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