chocolates.jpgSCL Biz recently heard someone on a radio show mention that Nick Swinmurn, founder of online shoe retailer Zappos.com, describes his online site as a customer service business that happens to sell shoes. Jonathan M. Tisch, author of Chocolates on the Pillow Aren’t Enough: Reinventing the Customer Experience, John Willey & Sons, 2007, would no doubt agree. “According to Tisch, ever-increasing consumer expectations mean that service-based industries have to go beyond the realm of good service to provide an experience that’s truly exceptional–and thus, truly memorable.” Publishers Weekly.

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