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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 .
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.
The best known Hobson's choice is "I'll give you a choice: take it or leave it", wherein "leaving it" is strongly undesirable. The phrase is said to have originated with Thomas Hobson (1544–1631), a livery stable owner in Cambridge , England, who offered customers the choice of either taking the horse in his stall nearest to the door or ...
Guerrilla marketing uses multiple techniques and practices to establish direct contact with potential customers. [3] One of the goals of this interaction is to cause an emotional reaction in the clients, and the ultimate goal of marketing is to induce people to remember products or brands in a different way than they might have been accustomed to.
Customer Journey Maps are good storytelling conduits – they communicate to the brand the journey, along with the emotional quotient, that the customer experiences at every stage of the buyer journey. [62] Customer journey maps take into account people's mental models (how things should behave), the flow of interactions, and possible touchpoints.
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Customers generally have a tendency to compare the service they 'experience' with the service they 'expect'. If the experience does not match the expectation, there arises a gap. [ 9 ] Given the emphasis on expectations, this approach to measuring service quality is known as the expectancy-disconfirmation paradigm and is the dominant model in ...