The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success

by Timothy L. Keiningham, Terry Vavra

Here's how your company can take customer satisfaction to a new level and reap the profits! . . The Customer Delight Principle shows how customer delight -- not mere satisfaction -- drives repeat purchasing and customer loyalty. The book details how your company can build a customer delight-oriented organization and reveals many of the roadblocks that you are likely to encounter. How to monitor customer delight results, including measurement and validation against revenue, is covered, as is formulating payback curves for a customer delight investment, allocating resources for continued customer delight improvements, and the continued benchmarking of results. . . .

208 pages, Hardcover

First published July 24, 2001