Customer Experience | 6 MIN READ

Customer Satisfaction vs Customer Delight

Customer Delight vs. Customer Satisfaction: Who wins in this tug of war and which one matters more? Better yet, does one succeeds the other? Read on to know.

Simran Mohanty
Simran Mohanty
Jul 31, 2020

customer delight

As a customer-facing brand in a highly competitive market, what gives you the cutting edge over others? What does it take for the customers to pick you over the competitions? How to ensure customer delight or how to improve customer satisfaction? Satisfying your prospects and creating a bond that is more than just a mere relationship demands you to delve deeper.

While customer satisfaction is all about the practical procedure of achieving goals and delivering value, customer delight is the emotional ‘wow’ factor that you add on. Needless to say, the tough tiff between customer satisfaction vs customer delight can go on for time immemorial. But how do we draw the thin line of difference?

While one achieves what was expected, the other delivers the additional value. What stays common is the target that both when pursued together render quality as well as a passion for perfection. Establishing a clear pathway that creates customer relationships and indicates progress is all that matters.

And it is customer satisfaction that stems from following the outlined path and loyally working towards that goal. On the other hand, meeting the requisite milestones reproduces customer delight. This is what we shall be covering next: 

  • Competition and Expectations
  • Loyalty and Stickiness
  • Referral and Influence
  • Customers and Experience 
  • Switch to proactive, personal messaging
  • The right software to rescue
  • Segment your customers
  • Share Customer data

What is customer delight and why is customer delight important? Similarly, what is customer satisfaction and why is customer satisfaction important? Are they two sister-terms from the dictionary of customer success? Nonetheless, they do have their tales of difference. Let us now have a sneak peek at how both these terms differ. 

customer delight

Competition and Expectations

Satisfaction has many levels whereas delight is the pinnacle of satisfaction. While satisfaction is about meeting customer expectations, delight involves surpassing it and taking the entire experience to an emotional plane. A delighted customer is less likely to go to a competitor against a satisfied customer.

Loyalty and Stickiness

Delight is an emotion that one would want to experience more than once. So, there’s a fair chance that your customers would come to you each time with an expectation when you make delight a habit. But, what matters is that they come back to you, which means an increased lifetime value and enhanced customer stickiness

Referral and Influence

Customers usually share their experience through different channels such as word of mouth, social media, etc. When they’re delighted, the overall sentiment that is built around your brand among their spheres of influence is largely positive and benefits your brand.

Customers and Experience

Consistency, Empathy, empowered customer-facing employees, personalized experience, etc. are key factors that get you ahead in terms of customer delight. Satisfaction is a thing of the past, whereas delight is here to stay & grow.

With the advent of SaaS businesses, it has become important to create moments of customer delight as well as customer satisfaction whenever possible. Impressing rather than just servicing a customer makes them feel valued and increases loyalty. Here are a few ways that tell us how to achieve customer delight as well as how to create customer satisfaction. And successfully ace the business.

Switch to proactive, personal messaging

Closely tracking your customer behavior allows you to send out personalized messaging around the customer’s existing status. These kinds of engagements enhance the practicalities of following your product plan. Not only that, but it also prepares the customer for the next phase of their customer journey. Proactive, personalized messaging helps to connect well. When sprinkled with a personal touch, takes them through customer delight and customer satisfaction. 

The right software to rescue 

Managing all your customers manually could be consuming your time, patience, and energy too. Further, there is no guarantee that you get your desired results. Hence, providing your team with the right customer success platform is crucial and can garner stellar performance. For instance, allows you to closely monitor the customer health score, without demanding any intensive high-touch resources. 

Moreover, it will make it really easy for you to keep an eye on the key metrics, analyze customer data, and identify the best course of action. Additionally, you can establish an early-warning system that informs you of any changes in customer behavior as early as they occur. 

Segment your customers

Customer segmentation is a great way to scale your customer success efforts and accurately track accounts of the same business type, and size. It can also be used as a learning tool. The experience of one customer can become the unexpected value of another. 

For example, recognizing low usage of a particular feature can help you determine when and how to increase your outreach and training. You can segment your outreach to reach the customer most in need of resource documentation to get started, an interactive webinar, or best practice refreshers.

Share Customer data 

Kindly ensure that a customer should not be in a position to repeat data themselves when talking to your team members. By gathering timely customer data and sharing it across your enterprise, you surround the customer with personalized service. Every time your customer engages with anyone, they should be impressed with how intimately your team understands their needs. These tiny bits can take you a long way into customer delight and customer satisfaction. 

Rightly quoted by Tony Hsieh, CEO, Zappos, “Let’s take most of the money we would’ve spent on paid advertising and paid marketing and instead of spending it on that invest it in the customer experience/customer service and then let our customers do the marketing for us through word of mouth. After all, superior CX drives higher revenue and growth for a business.”

Final Take

The sentiment is intrinsically linked to a customer’s engagement with a product or brand, be it a purchase, an online review, or a mention on social media. Many customer delight examples prove that there is always an emotional aspect connect to their actions. If you listen to your customers, you will learn to be more aware of what they want and need. This way, you can cater to them more effectively to ensure customer satisfaction and company growth.

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Originally Published July 31st, 2020, Updated December 30th, 2020

Simran Mohanty

Simran Mohanty

Simran hails from the content marketing backdrop with extensive knowledge in blogs, articles, and technical whitepapers in the non-fictional domain. She uses her 'gift of the gab' to explore new possibilities on her way and to make an exquisite impact on her readers. In her spare time, she likes to read journals on artificial intelligence or play with her cute kittens.

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