If delight doesn’t lead to loyalty, what does?
I recently came across some research by the Corporate Executive Board (CEB) that has driven passionate discussions around the topic of “customer delight” and how it relates to customer loyalty and experience improvement. Namely, as articulated in this 2010 HBR article, authors of the CEB study state that their research – supported by response from some 97,000 customers proves that “delighting customers doesn&rsquo....