A detailed description of how achieving customer experience works better in the long run versus customer delight for a short term.

1. CUSTOMER EXPERIENCE
VS
CUSTOMER DELIGHT
Whatmattersmore?

2. 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.
CUSTOMER EXPERIENCE
CUSTOMER DELIGHT
WHERE'STHEDIFFERENCE?

3. THE IDEA IS TO FOCUS ON THE
JOURNEY AND NOT TOUCHPOINTS
Source: McKinsey Digital Labs

4. WHY CUSTOMER
EXPERIENCE IS
BETTER?
CustomerDelightcan 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.

5. WHY IMPROVE CUSTOMER
EXPERIENCE?
Source: Genesys

6. 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.

7. THANK YOU
FOR YOUR TIME!
Kindly get in touch to let us know if you have any questions.
Contact Us:
contact@simplify360.com
Visit our Website:
www.simplify360.com