Blog of Rob Galanakis (@robgalanakis)

“Delighting customers” is Lean’s secret handshake

Whenever I see the words “delighting customers” (which is, let’s face it, an awkward phrase) in a non-Lean context like a job description, I can feel the author winking at me. It tells me “we try to be Lean and if you get our drift you probably want to join us.” It instantly gives said company plenty of extra points.

I just wonder how long until “delighting customers” becomes a played out catchphrase (if it’s not already)?

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