CUSTOMER DELIGHT - A MYTH OR REALITY : SOME REFLECTIONS

In to-days context, it is not enough if the product meets the functional requirements of the customer, it should also meet certain other customer expectations like the behavior/attitude of the person who provides service to create the customer delight. The companies shall address the enablers [technical and behavioral] for customer satisfaction for business growth with utmost importance as they are interdependent in nature. In this Paper an attempt is made to understand the concept of customer satisfaction / delight, apart from finding ou_t why business loose customers. Further, based on the author's experience, as a customer, a case is made out to adopt a strategic approach and focus on customer experience if the organizations are serious about creating customer delight. Lastly few suggestions are made to ensure customers delight a real and not an elusive one.