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 ...

Customer satisfaction and customer delight represent two closely related yet distinct outcomes of service encounters. Satisfaction arises when a service fulfils or slightly exceeds expectations, ...

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 ...

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 ...

Simply meeting customer expectations no longer differentiates businesses. The focus must shift to creating customer delight experiences that exceed basic satisfaction and build lasting loyalty.

“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 ...

Opinions expressed by Entrepreneur contributors are their own. In today’s competitive business landscape, customer satisfaction is paramount — it’s the difference between a thriving business and one ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Dany Lepage discusses the architectural ...

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 ...

A version of this article appeared in the Spring 2017 issue of strategy+business. Airlines routinely rank near the bottom of customer satisfaction surveys. But we would wager that most customers, like ...

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 ...