The perception of a brand that a customer holds after
series of interaction between the two can be termed as
Customer Delight is often defined as the state when a
brand exceeds the customer's expectation, over and above
the general good experience the customer has with a
THE IDEA IS TO FOCUS ON THE
JOURNEY AND NOT TOUCHPOINTS
Source: McKinsey Digital Labs
CustomerDelightcan help in earning a
short period loyalty, but one bad experience
and everything evaporates, whereas
Customer Experience is a constant activity,
which builds the brands reputation over
According to an HBR Research, an
organization which focuses on customer
experience achieve enhanced customer
satisfaction, reduced churn, increased
revenue, and greater employee satisfaction.
WHAT NEEDS TO BE
Shift organizational processes,
culture, and mindsets to a
complete customer journey.
Identify appropriate tailor made
metrics, to measure CX and bring
about operational and cultural
shift, engaging the organization
Make customer delight a part of CX
to meet the short term goals like
creating viral stories.
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