Business and Bagels: Going Beyond Expectations

Eli Broad College of Business

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  • 1 day
  • in person

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Eli Broad College of Business

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About the course

Companies that seek to meet only the basic needs of their customers are quickly becoming a thing of the past. They’re being replaced by companies that go above and beyond for their customers, providing what MiRan Kim, associate professor in The School of Hospitality Business in the Broad College, calls “customer delight.” Companies who practice customer delight include Disney, with its magical moments in parks, and Zappos.com, with their Happiness Experience Form. Disney’s magical moments are serendipitous moments that occur when a cast member chooses to provide guests with a random act of kindness on their own prerogative. Zappos cultivates customer delight through creating “wow” moments for customers, including when a Zappos call agent creates an experience for customers that goes above and beyond. Creating customer delight all starts with the company’s employees. Happy employees will make happy customers. A business committing to its employees will lead to employees that are committed to customers. Come learn how you can improve satisfaction within your organization by delighting your internal and external customers.

Experts

MiRan Kim

Dr. MiRan Kim is Associate Professor at The School of Hospitality Business at Michigan State University. She earned a PhD in Community, Agriculture, Recreation and Resource Studies at MSU in 2010 and she also earned a Master of Science degree in Hospitality Business at The School of Hospitality B...

Business and Bagels: Going Beyond Expectations at Eli Broad College of Business

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