Chapter 4. PRINCIPLE #1: DELIGHTING CLIENTS
Delighting your customers is the only path to true growth. | ||
| --Fred Reichheld[64] | ||
It is six-thirty in the morning in Golfe-Juan, a little village in the south of France. We are just a few kilometers from the big modern city of Cannes, but the scene I am looking at is as different from a big city as it is possible to be.
On this pleasantly crisp June morning, the sky is blue. I am sitting at an outdoor table of a café, Le Corsaire, sipping an espresso coffee. As I linger, the rich, irresistible smell of fresh warm bread is wafting across the one-lane street from the boulangerie, Mille Epis (literally, "a thousand ears of corn"), and tantalizing my nostrils. The bread is baked on the premises by people who ...
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