So the question she succinctly poses is “how do you delight” a customer and the bigger trick, how do you measure this “delight”? Liz blames Facebook in a humorous way.
I supposed this points back to the general sense that we want to be liked—which really is that Zuckerberg kid’s fault. A delighted customer will like us, and in their state of rapturous joy, they might become a fan, and then they may talk of their delight with others. Huzzah!
The solution according to Liz - leverage Precision Marketing to improve communications. If you have a chance catch the read.