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A B C D E F G H I J K L M N O P Q R S T U V W X Y Z ALL You Have Viewed Too Many Free Essays, Term Papers, and Book Reports. Delighting the Customer Delighting the Customer DELIGHTING THE CUSTOMER: THE ROLE OF INFORMATION PROFESSIONALS IN THE 21ST CENTURY Delight results from exceeding the expectations of satisfied customers. Meeting only current needs “locks us into the present” (“Customer Satisfaction and Beyond”, The Drucker Magazine, Spring 1995) but to move beyond the threshold of satisfaction, we must tap into the unmet and, perhaps even, unimagined needs of the customer. The only key that can unlock this door to delight is a new way of thinking and working. For some of us keeping up or meeting the constantly changing paradigms may be difficult enough but, if we wish to surprise and, therefore, delight, we must exceed the following currently accepted standards of good service: Providing proactive services Knowing our own business Better marketing Over-delivering Following best practices Beating the competition Managing change We have been warned of the perils of reactive service but few realize the pitfalls in the proactive approach. Reaching beyond expectations means providing value rich information not merely delivering more than the customer requested. Demands on customers are constantly changing and to anticipate their needs based on yesterday’s assumptions means wasting valuable time finding new information for those who no longer need it. Thus if we aim to customers, must, customer, service, new, need, beyond, needs, information, business, through, means, marketing, best, way, value, own, much, expectations, competitors, time, therefore, surprise, standards, satisfied, satisfaction, same, proactive, practices, greater, even, delight, customers’, creating, competition, wish, whether, waste, valuable, unneeded, true, thus, thinking, surpass, successful, success, strategic, services, running, relationships, reactive Word Count: 975 Acceptance_Essays American_History Anatomy_&_Physiology Animal_Science_&_Zoology Anthropology Architecture Art Astronomy Aviation Biographies Book_Reports Business Computers Creative_Writing Current_Events Economics Education Engineering English Environmental_Science Ethics European_History Film_&_TV Foreign_Languages Geography Government_&_Politics Health_&_Beauty History_Other Human_Sexuality Legal_Issues Marketing Mathematics Medicine Miscellaneous Music Mythology Philosophy Physics Poetry Political_Science Psychology Religion Science Shakespeare Social_Issues Sociology Speech Sports_&_Recreation Supernatural Technology Theater Theses_&_Dissertations

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