How Customer Delight Creates a Sustainable Competitive Advantage

While we were staying in South Korea a few years back, we sought out a laundromat to do our laundry. We found a few of them in the neighborhood we were staying. After setting a timer for the dryer while we explored, we came back to our clothes being folded.

We went back to the same laundry for the rest of our month-long stay in the city. Even though it was further away from the other laundromats.