"Wow" customer service can be a huge win for any business, but you need to know how to do it right and to watch out for inappropriate applications of the concept.
from Forbes Real Time https://www.forbes.com/sites/micahsolomon/2018/01/08/a-dirty-little-customer-service-secret-wowing-customers-can-turn-them-off-if-you-do-it-wrong/
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