The Iconic, Accent Group discuss what’s next in customer obsession

While many customers know what they want, and are willing to pay for it, the next step of good customer service is giving customers what they don’t know they want, according the The Iconic chief executive Erica Berchtold. To Berchtold, that’s the next real challenge.  “I’ve never been satisfied with just giving the customer what they want – I want to actually focus on giving them what they don’t know they want yet,” Berchtold said on a panel with Accent Group chief executive D

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