Delivering Unique, Attractive (Even Branded) Customer Service Experience Lagniappe: Any Company Can Do This. (May 2017)

• Record Type: Journal Article
• Authors: Lowenstein, Michael
• Is Part Of: Journal of creating value. Volume 3:Number 1(2017)
• Page Start: 88
• Page End: 92
• Publication Date: 2017-05
• Subjects: Experience -- value -- customer -- stakeholder -- culture -- service -- employee -- emotions -- empowerment; Customer services -- Periodicals; Customer relations -- Management -- Periodicals; Consumer satisfaction -- Periodicals; 658.812
• DOI: 10.1177/2394964317690843
• Languages: English
• ISSNs: 2394-9643

Abstract

Abstract: Lagniappe is a French-Creole/Southern Louisiana (USA) term meaning the provision of something distinctive and memorable in customer experience. Through stakeholder-centricity, the concept builds a more human touch and the potential for greater customer advocacy in the provision of value. Several examples of lagniappe are offered, as well as six prescrptives for creating and sustaining it.