Customer delight is nothing but surprising a customer by exceeding his or her expectations and thus creating a positive emotional reaction. This emotional reaction leads to word of mouth. Customer delight directly affects sales and profitability of a company as it helps to distinguish the company and its products and services from the competition. Customer delight can be created by the product itself, by accompanied standard services and by interaction with people at the front line. Even a small feature which is very unique in the market or a small gift voucher or cash payback can act as a customer delighting agent.
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