<P> Customer delight is surprising a customer by exceeding his or her expectations and thus creating a positive emotional reaction . This emotional reaction leads to word of mouth . Customer delight directly affects sales and profitability of a company as it helps to distinguish the company and its products and services from the competition . In the past customer satisfaction has been seen as a key performance indicator . Customer satisfaction measures the extent to which the expectations of a customer are met ( compared to expectations being exceeded ) . However , it has been discovered that mere customer satisfaction does not create brand loyalty nor does it encourage positive word of mouth . </P>
<P> Customer delight is surprising a customer by exceeding his or her expectations and thus creating a positive emotional reaction . This emotional reaction leads to word of mouth . Customer delight directly affects sales and profitability of a company as it helps to distinguish the company and its products and services from the competition . In the past customer satisfaction has been seen as a key performance indicator . Customer satisfaction measures the extent to which the expectations of a customer are met ( compared to expectations being exceeded ) . However , it has been discovered that mere customer satisfaction does not create brand loyalty nor does it encourage positive word of mouth . </P>
when is the customer delighted from a product or service
when is the customer delighted from a product or service
exceeding his or her expectations and thus creating a positive emotional reaction .
exceeding his or her expectations and thus creating a positive emotional reaction .