Client Service Evolves Into Something More
Thought leaders like Tom Peters and Kevin Roberts have written about the transformation of service into experience. That is, simply providing great service is not enough to develop the intense loyalty one wants from clients. Instead, the client's entire experience must be so intensely satisfying and special that the client wants to repeat it. Those who want to think further along this line should read Daniel Pink's "A Whole New Mind." Great book. Very thought provoking.