Jurgen Appelo writes on his blog: Unfortunately, again and again, management fads and hypes try to reduce [a] systemic view on organizations into a simplistic view, with dumb suggestions such as ...

Having the best solution is a good start these days, but a solution alone is no longer enough to keep customer attention and loyalty. They expect to be surprised and delighted as well by their ...

Recent empirical research has shown the benefits for the service firm of providing customer delight. With this link established, it is now important to garner a greater understanding of the drivers of ...

Customer delight happens when a company gives a customer a positive and engaging experience that exceeds the customer’s expectations. It results not only in a customer who feels satisfied with the ...

The concept of “customer delight” refers to the act of taking customers by surprise and exceeding their expectations, which ultimately results in a positive emotional response from the customer. This ...

“Surprise and delight” has become the mantra for customer experience. In fact, Wikipedia’s definition of customer delight is “surprising a customer by exceeding his or her expectations and thus ...

Although a single digital touchpoint is unlikely to sway a buyer on its own, it can certainly dissuade them. Marketers know that each touchpoint has potential value. Even the smallest interaction is ...

Representative image “Customer Delight will be myopic if the customer journey is not dotted with appropriate emotions”. A Forrester study concluded that loyalty is more because of emotion that reason.

Apple customers most commonly cite store employees as the reason for why they are promoters. Although Apple is an incredibly innovative company led by a dynamic leader (who has left an indelible mark ...

As the holiday season approaches, I can feel the tension in the air: how do I make my gifts stand out? Thankfully, there are so many fun direct to consumer (D2C) categories — from bath salts to plants ...