While customer satisfaction is
meeting customer expectations to advance your competitive edge, customer
delight goes beyond meeting customer
expectation far exceeds their
expectations by satisfying both needs and desires. It is more that just feeling great about a
product or service, to also directly affect
the rate of return and referrals
made by the customer . According to Bart and Allen Berrys customer satisfaction
behavior cure (1 to 10 scale) , there is a
direct relationship with level of sales
and level of customer delight .
Return and recommend rate percentages range
from 65% to 95% meaning that delighted customers will tell six to nine people out of
ten about their satisfaction experience
and it is guaranteed that some of
these folks will also tell
others. It generates free advertising
that monetary value cannot be attributed to.
Customer
delight keeps customer coming back for more and also increases patronage from
new customers