Conventional wisdom says that companies that strive for continuous improvement and outstanding service will see high customer loyalty and increased brand value. But according to “The Paradox of Excellence,” a book by David Mosby and Michael Weissman, the reverse may be true: superior performance is instead taken for granted and undervalued by the marketplace, leaving high performing firms vulnerable to loss of reputation and business if their service deviates from their consistent high standards.

The reality is that customers have come to expect superlative performance.

How can companies overcome this bizarre paradox to build and maintain high customer loyalty and brand value, even through the inevitable “glitches” that will occur in any business relationships?

Visit us at Scott Public Relations for more insights.