When it comes to building customer loyalty and perceived value, there’s a common misconception that companies need to go above and beyond, exceeding expectations to ‘delight’ their customers. Yet, as Matthew Dixon, Karen Freeman, and Nick Toman articulate in their classic Harvard Business Review article, “Stop Trying to Delight Your Customers,” this belief may not necessarily hold the key to effective value creation.… Read more
Rethinking Value: Less About Delight, More About Sacrifice
