Customer Experience vs Customer Delight

CUSTOMER EXPERIENCE

VS

CUSTOMER DELIGHT

What matters more?

The perception of a brand that a customer holds after

series of interaction  between the two can be termed as

customer experience. 

Customer Delight is often defined as the state when a

brand exceeds the customer's expectation, over and above

the general good experience the customer has with a

brand.

C U S T O M E R E X P E R I E N C E

C U S T O M E R D E L I G H T

WHERE'S THE DIFFERENCE?

T H E I D E A I S T O F O C U S O N T H E

J O U R N E Y A N D N O T T O U C H P O I N T S

Source: McKinsey Digital Labs

WHY CUSTOMER

EXPERIENCE IS

BETTER?

Customer Delight can help in earning a

short period loyalty, but one bad experience

and everything evaporates, whereas

Customer Experience is a constant activity,

which builds the brands reputation over

time.

According to an HBR Research, an

organization which focuses on customer

experience achieve enhanced customer

satisfaction, reduced churn, increased

revenue, and greater employee satisfaction.

W H Y I M P R O V E C U S T O M E R

E X P E R I E N C E ?

Source: Genesys

WHAT NEEDS TO BE

DONE?

Shift organizational processes,

culture, and mindsets to a

complete customer journey. 

Identify appropriate tailor made

metrics, to measure CX and bring

about operational and cultural

shift, engaging the organization

across functions.

Make customer delight  a part of CX

to meet the short term goals like

creating viral stories.

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