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We work better when we can strategically switch focus between these things — and have time when we step back and review the overall picture — rather than trying to pay attention to everything ...
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 .
"By fostering innovative early stage and emerging brands, we increase our ability to surprise and delight our customers," Kelly Landrieu, Whole Foods' Director of Local & Emerging Brands, told CO —.
Another effective way to develop a positive customer experience is by actively engaging a customer with an activity. Human and physical components of an experience are very important (Ren, Wang & Lin, 201 [23] 6). Customers are able to recall active, hands-on experiences much more effectively and accurately than passive activities.
Meaningful: Firms must make the guarantee important to the customers and provide adequate values to offset service failure. [7] Easy to invoke: The guarantee should be less dependent on the customer and more on service provider. Easy to collect: Service providers should design an easy and problem-free guarantees collection process for customers.