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Customer delight means surprising a customer by exceeding their expectations and thus creating a positive emotional reaction. This emotional reaction leads to word of mouth. Customer delight directly affects the sales and profitability of a company, as it helps to distinguish the company and its products and services from the competition.
But I do think the question of who owns our data is going to be more and more important, because now if you can create a digital self, in essence, that is going to be able to use my voice, my ...
The development of a positive customer experience is important as it increases the chances of a customer to make continued purchases and develops brand loyalty (Kim & Yu, 2016 [22]). Brand loyalty can turn customers into advocates, resulting in a long term relationship between both parties (Ren, Wang & Lin, 2016 [ 23 ] ).
Significantly, total openness and strengthening customer service is the selling point here for customers, to make them feel more involved rather than just a number. This will earn trust, engagement, and ultimately word of mouth through endless social circles.
The Kano model is a theory for product development and customer satisfaction developed in the 1980s by Noriaki Kano.This model provides a framework for understanding how different features of a product or service impact customer satisfaction, allowing organizations to prioritize development efforts effectively.
Image credits: Suwi #7. I was working at a daily newspaper and going to law school at night. My immediate boss resented this and kept changing my work schedule to try to mess up my schooling.