Exceeding customer expectations with GLUE

I often refer to GLUE with my clients or when I’m delivering customer service training.

According to Gartner, by 2016, 89% of businesses will compete mostly on customer experience.

G.L.U.E, is the practice of giving little unexpected extras to exceed expectations. Doing the little signature things that can make a big difference.

Stan Phelps in this TEDx talk sums up the principle beautifully:

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