Self-aggrandizing focused primarily on profitability and return on investment. Out Thinking is organizational self absorption, isolation and haughtiness. IF an idea is any good, we have already thought of it. If we didn t think of it, is isn t any good. It increases the likelihood that customers get what they need and need what they get.
Customers complaints are gifts.
A complaint provides an opportunity to learn. Positive feedback feels better, provides a boost to your spirits, and reminds you that the customer cares, but compliments don t offer an opportunity to learn. Performance-related the more present these characteristics are the less angry and eventually the more satisfied your customers will be come. Delight characteristics characteristics that creates satisfaction with unexpected, thoughtful surprises. Delighters often become basics before too long.