Lessons to be learned from Boston Inbound conference

Stop trying to delight - just make it easier

20th September, 2015
Mikkel Svane, chief executive, Zen Desk

Companies need to stop trying to “delight” their customers and focus instead on making their customer experience easier. That was the message at the Boston Inbound conference this month.

The good news for brands is that this does not need to cost a fortune, since expectations are low and a large amount of good customer service can be done for free.

Speaking at the conference, which was attended by 14,000 people, Mikkel Svane,...

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