Gone are the days when a company could hope to succeed by offering a good product and backing it up with respectable customer service.In today's overstocked,cutthroat global economy,consumers demand a superior experience from start to finish.Notable names like the Ritz-Carlton hotel chain,Chico's and the Container Store,among others,meet the challenge by devising outstanding brand promises-they"over promise"to attract customers,and then"over deliver"by giving those customers more than they ever expected,at the Human TouchPoint and at every other point of contact with their customers.
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