10. “A brand is defined by the customer’s experience. The experience is delivered by the employees.” I close with this one as it brings back some important ideas mentioned in earlier quotes.

Customer satisfaction is about meeting the expectations of the price a customer is willing to pay, while customer delight is about far exceeding those price expectations―it's an entirely ...

Customer delight is a standard that goes beyond satisfaction to compel customers to stay with your brand. Learn why it matters and get tips for achieving it.

We’ve all been sold on the concept of “customer delight,” but is it the most effective strategy for reducing churn? While creating positive customer interactions is important, investing lots of time ...

1. Make it personal The best surprise and delight campaigns are personal. Giving a gift or reward to a customer can inspire strong brand loyalty.

And the overarching benefit once again — improve CX overall. For more ways to surprise and delight your customers, check out our “Cheat Sheet for Customer Loyalty” here.

That one customer service rep, who no doubt thought she was doing a nice thing, has reset Patricia’s expectations. She now feels entitled to not having to pay $200 ever again.

I can immediately think of three examples of alienation, but only two of delight. Let’s deal with the “delight” ones first: a company promised to deliver something by a certain date.

(2) In an intermediate level of customer delight threshold, a seller should use a reward to complement a low-price strategy. As the delight threshold gets higher in this region, price should be higher ...

Some of our favorite marketing campaigns over the years have included helping our clients find ways to “surprise and delight” their customers. It’s always fun to show appreciation and bring ...