Why Aspire to Delight Customers Rather Than Satisfy Them - Alan McNab

In Chapter 10 of 17 in his 2010 Capture Your Flag interview with host Erik Michielsen, customer advocacy marketing executive Alan McNab details why customer delight, not customer satisfaction should be a top customer service performance metric. McNab shares how it creates a virtuous circle between a service performer and customer. This creates a customer advocacy culture that has stronger performance metrics to evaluate and promote high performing talent. McNab holds a BSEE in Electrical Engineering from Santa Clara University and an MBA from Trinity College in Dublin, Ireland. He has worked in various technology marketing roles at Hewlett-Packard, Cisco, Motorola, and is now Vice President, Customer Advocacy at NCR based in Dublin.