Difference between Customer Delight and Customer Satisfaction
Basis |
Customer Satisfaction |
Customer Delight |
---|---|---|
Focus |
Customer Satisfaction focuses on meeting customer expectations by ensuring that their requirements and needs are met adequately. |
Customer Delight focuses on exceeding customer expectations and delighting them with exceptional services or products. |
Nature |
Customer Satisfaction is practical, aiming to deliver the promised value and fulfill specific requirements outlined by the customer. |
Customer Delight is emotional, aiming to construct a “wow” factor and leave a lasting positive impression on customers. |
Reflection |
Customer Satisfaction is reflected in meeting stated goals and achieving what was expected from the product or service. |
Customer Delight goes beyond what was initially anticipated, delivering additional value and creating memorable experiences for customers. |
Foundation |
It provides a foundation for customer success by ensuring that customers’ basic needs are met and they are content within the expected parameters. |
It creates memorable experiences that foster strong emotional connections with the brand, leading to boosted brand loyalty and positive word-of-mouth recommendations. |
Involvement |
Customer Satisfaction involves meeting basic needs and ensuring contentment within the expected parameters defined by the customer. |
Customer Delight leads to increased brand loyalty, positive word-of-mouth, and long-term customer advocacy, as it goes above and beyond customer expectations to create exceptional experiences. |