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Customer Experience vs Customer Delight

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A detailed description of how achieving customer experience works better in the long run versus customer delight for a short term.

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Customer Experience vs Customer Delight

  1. 1. CUSTOMER EXPERIENCE VS CUSTOMER DELIGHT Whatmattersmore?
  2. 2. The perception of a brand that a customer holds after series of interaction  between the two can be termed as customer experience.  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 brand. CUSTOMER EXPERIENCE CUSTOMER DELIGHT WHERE'STHEDIFFERENCE?
  3. 3. THE IDEA IS TO FOCUS ON THE JOURNEY AND NOT TOUCHPOINTS Source: McKinsey Digital Labs
  4. 4. WHY CUSTOMER EXPERIENCE IS BETTER? 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 time. According to an HBR Research, an organization which focuses on customer experience achieve enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction.
  5. 5. WHY IMPROVE CUSTOMER EXPERIENCE? Source: Genesys
  6. 6. WHAT NEEDS TO BE DONE? 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 across functions. Make customer delight  a part of CX to meet the short term goals like creating viral stories.
  7. 7. THANK YOU FOR YOUR TIME! Kindly get in touch to let us know if you have any questions. Contact   Us: contact@simplify360.com Visit  our Website: www.simplify360.com

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