Managers must be able to apply creative thinking in a systematic way that achieves results: revenue growth, delighted customers, a stronger community or some other measure of impact.
The offer of free upgrades — a perk that once delighted customers at rental counters when the smaller vehicle they booked was sold out and they drove off in a large, often cushier car, for the same price — is now backfiring on rental car companies.
He and his team nailed it for a small slice of the market -- so now, they can go for a bigger slice, with thousands of delighted customers to point to.
Riverford's Twitter feed reveals a number of "velfies" (vegetable selfies), along with delighted customers' photos of the meals they've cooked with the produce from their boxes.
Now, delighted customers are the biggest new driver of growth.
And the National Institute of Diabetes & Digestive & Kidney Diseases, a federal agency, is launching a five-year, $15m study of the surgery's risks and benefits.Yet the list of delighted customers, like Ms Buskeek, is growing by leaps and bounds.
But if you leverage your processes, place, and people to improve all aspects of your customer experience, you will find your company awash in delighted customers.
Then set a target for the time it takes associates to answer calls and for supervisors to resolve complaints, and tally the number of testimonials gained from delighted customers… you get the idea.
And while the company has remade industries, ignited economic growth and delighted customers, it has also devised corporate strategies that take advantage of gaps in the tax code, according to former executives who helped create those strategies," The New York Times reports.
