The very favorable experience of the client of a business when they have received a good or service that significantly surpasses what they had initially anticipated. A marketing department can use instances of customer delight to a company's advantage by requesting referrals and obtaining testimonials from delighted customers that can help attract new customers.
Ingredient of customer delight ness:
·
It produces a ‘wow’ reaction!
·
It appears spontaneous or
unexpected!
·
It’s the personal touch!
·
It makes customers feel
‘valued’
·
It’s genuine!
·
It creates a ‘talking point’!
Customer Satisfaction =
Perceived Service – Expected Service
Types of customer satisfaction: Criminal,
Basic, Expected, Desirable, Unbelievable