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:Share This: