Customer delight occurs when a business delivers a customer a strong, positive experience that exceeds that customer's expectations. The favorable emotional response of a delighted customer can lead to repeat buying, loyalty and word-of-mouth referrals.
Consistently generating customer delight can become a key business advantage for a business, especially as it looks to distinguish itself from competitors. Marketers often use messages from satisfied customers in testimonials, which are presented as compelling support of brand or product value. Customer delight typically results from a high-quality product, excellent customer service or thorough post-sale support. A talented and motivated workforce is important in delivering a high-quality customer experience.