BizSugar.com › News › Malcolm Gladwell and customer satisfaction

Malcolm Gladwell, author of The Tipping Point, talks about what groundbreaking research into the perfect spaghetti sauce has taught us about customer satisfaction or, as he puts it, making people happy. The talk, at the annual Technology, Entertainment, Design conference in Monterey, California, in 2004, is important to small business and entrepreneurship because of its implications for niche markets and market research.