Rick DeLisi has been researching customer service and customer experience for the past two decades. He is coauthor of the bestselling book The Effortless Experience, and has written several pieces published in the Harvard Business Review.
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Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Ma... SEE MORE