{"id":69,"date":"2013-10-10T10:15:43","date_gmt":"2013-10-10T16:15:43","guid":{"rendered":"http:\/\/www.textor.ca\/?p=69"},"modified":"2014-01-08T10:46:10","modified_gmt":"2014-01-08T16:46:10","slug":"article-it-should-stop-trying-to-surprise-and-delight","status":"publish","type":"post","link":"https:\/\/www.textor.ca\/article-it-should-stop-trying-to-surprise-and-delight\/","title":{"rendered":"Article: IT Should Stop Trying to \u2018Surprise and Delight\u2019"},"content":{"rendered":"<p>As BAs \/ Architects, I think we see this a lot. Personally, it makes me sad, because I know there are many more efforts of higher value if only we didn&#8217;t focus on trying to &#8220;Surprise and Delight&#8221;.\u00a0 Summary points: 1) Organizations Should Seek to Meet Customer Service Expectations, Not Exceed Them. 2) Low Customer Effort is the Key to Meeting Service Expectations.<br \/>\n<a title=\"http:\/\/www.executiveboard.com\/blogs\/customer-service-in-it\/\" href=\"http:\/\/www.executiveboard.com\/blogs\/customer-service-in-it\/\" target=\"_blank\">http:\/\/www.executiveboard.com\/blogs\/customer-service-in-it\/<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>As BAs \/ Architects, I think we see this a lot. Personally, it makes me sad, because I know there are many more efforts of higher value if only we didn&#8217;t focus on trying to &#8220;Surprise and Delight&#8221;.\u00a0 Summary points: 1) Organizations Should Seek to Meet Customer Service Expectations, Not Exceed Them. 2) Low Customer &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.textor.ca\/article-it-should-stop-trying-to-surprise-and-delight\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Article: IT Should Stop Trying to \u2018Surprise and Delight\u2019&#8221;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[4,11,9],"tags":[],"class_list":["post-69","post","type-post","status-publish","format-standard","hentry","category-it","category-linkedin","category-psychology"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.4 - 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