Organizational Communication in the News

Case Studies of Organizations and Organizational Communication in the Media

The Secret to Delighting Customers


Source: Harvard Business Review

What motivates employees to go above and beyond the call of duty to provide a great customer experience? Disney tells a story about a little girl visiting a theme park who dropped her favorite doll over a fence…

There’s only one way to create emotional connections with customers: by ensuring every interaction is geared to delighting them. That takes more than great products and services — it takes motivated, empowered frontline employees. Creating great customer experience comes down to having great people and treating them well.

Story length: 920 words

Access the full story here.

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