Daily Archives September 22, 2017

Part 2 – How Steven Spielberg Killed Customer Service – The Secret of the Light Saber

Perhaps it started with Star Wars.  Maybe it was ET.  The satisfaction of movies in the sixties, gave way to religious fervor for the works of George Lucas and Steven Spielberg.  Audiences not only went back to see a movie again and again, but they had to take their friends.  There was a quiet revolution as the public moved beyond customer satisfaction and moved to customer “wow”. Give the customer what they want . . . and then surprise them with an additional “wow”. In the 1990’s, the new focus was on the customer experience.  In a landscape filled with
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