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 ...

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 ...

Customer delight should be consistent, not just occasional marketing-driven gestures. Genuine engagement and reliability build loyalty more than superficial “wow” moments. Efficiency often undermines ...

As I noted in yesterday's post, we live now in the age of customer capitalism. The era of shareholder capitalism, i.e. pushing products and services at customers, tweaking the supply chain, parsing ...

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 ...

Customer delight happens when a company gives a customer a positive and engaging experience that exceeds the customer’s expectations. It results not only in a customer who feels satisfied with the ...

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 ...

Representative image “Customer Delight will be myopic if the customer journey is not dotted with appropriate emotions”. A Forrester study concluded that loyalty is more because of emotion that reason.

Canadian luxury shoe retail brand Aldo operates globally and omni-channel, but has only recently begun using data to create a single view of its customers across all channels, improving the brand’s ...