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:
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It produces a ‘wow’ reaction!
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It appears spontaneous or unexpected!
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It’s the personal touch!
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It makes customers feel ‘valued’
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It’s genuine!
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It creates a ‘talking point’!
Customer Satisfaction = Perceived Service –
Expected Service
Types of customer
satisfaction: Criminal, Basic, Expected, Desirable,
Unbelievable