{"id":11100,"date":"2017-09-08T05:38:10","date_gmt":"2017-09-08T05:38:10","guid":{"rendered":"https:\/\/simplify360.com\/blog\/2017\/09\/08\/customer-experience-customer-delight\/"},"modified":"2023-08-17T05:11:18","modified_gmt":"2023-08-17T05:11:18","slug":"customer-experience-customer-delight","status":"publish","type":"post","link":"https:\/\/simplify360.com\/blog\/customer-experience-customer-delight\/","title":{"rendered":"Customer Experience over Customer Delight"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"11100\" class=\"elementor elementor-11100\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-770138d2 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"770138d2\" data-element_type=\"section\" data-settings=\"{&quot;ekit_has_onepagescroll_dot&quot;:&quot;yes&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-29d9f28d\" data-id=\"29d9f28d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4e8d2e63 elementor-widget elementor-widget-text-editor\" data-id=\"4e8d2e63\" data-element_type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tWhat do my customers need? <span class=\"hardreadability\"> An astute Marketing Manager knows that customer experience(CX) is most crucial for his business<\/span>. <span class=\"hardreadability\">He lays importance on understanding <em>how <\/em>they can deliver better rather than <em>what<\/em> they deliver<\/span>. <span class=\"hardreadability\">To <\/span><span class=\"complexword\">ameliorate<\/span><span class=\"hardreadability\"> CX, the savvy marketers focus on the journey instead of touch points to improve the experience<\/span>.\n\nYet, sometimes managers confuse the word Customer Experience with customer delight. \u00a0Whereas in actual scenario Customer delight is a small part of CX. <span class=\"hardreadability\">To understand this better, we need to understand the difference between CX and customer delight<\/span>.\n<h2>Customer Experience<\/h2>\nCustomer Experience is the perception the customer has about your brand. Everything a brand does from messaging to post sale engagement, contributes to customer perception. Also, the customer\u00a0perception is volatile and a single distasteful interaction can change it, which makes its constant maintenance, vital.\n<h2>Customer Delight<\/h2>\nCustomer Delight, on the other hand, is rewarding the customer beyond his expectations. It is the final step in the inbound method to create a positive emotional reaction. It helps in creating brand evangelists and sometimes gives a competitive edge.\n<h2>Why Customer Experience &gt; Customer Delight?<\/h2>\n<span class=\"hardreadability\"> Customer Delight can help in earning a short period loyalty, but one bad experience and everything evaporates,<\/span>\u00a0w<span class=\"hardreadability\">hereas Customer Experience is a constant activity, which builds the brands reputation over time<\/span>. <span class=\"veryhardreadability\">According to an\u00a0HBR\u00a0Research, an organization which manages their customer experience, reap extraordinary rewards: enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction<\/span>.\n<img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/www.superoffice.com\/blog\/wp-content\/uploads\/2016\/01\/why-improve-customer-experience.png\" alt=\"Need\" width=\"618\" height=\"392\" \/>\n<span class=\"hardreadability\">Customer Delight is achievable only at the touch points and creates a short term impact on the consumer base<\/span>. <span class=\"hardreadability\">It helps in earning customer loyalty for a short span, with minuscule\u00a0chances of conversion into brand advocates<\/span>.\u00a0Optimizing a single customer journey to create a delight is tactical. Whereas, shifting organizational processes, culture, and mindsets to a journey orientation for better CX is strategic and transformational.\nTherefore, the organizations need to identify appropriate tailored metrics, to measure customer experience and bring the operational and cultural shift, that engages the organization across functions. Customer Delight, on the other hand, can be made a part of CX to meet the short term goals like creating viral stories.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>What do my customers need? An astute Marketing Manager knows that customer experience(CX) is most crucial for his business. He lays importance on understanding how they can deliver better rather than what they deliver. To ameliorate CX, the savvy marketers focus on the journey instead of touch points to improve the experience. Yet, sometimes managers &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/simplify360.com\/blog\/customer-experience-customer-delight\/\"> <span class=\"screen-reader-text\">Customer Experience over Customer Delight<\/span> Read More \u00bb<\/a><\/p>\n","protected":false},"author":13,"featured_media":11414,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[2935],"tags":[3083,2046,3084],"class_list":["post-11100","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-customer-delight","tag-customer-experience","tag-cx"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - 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Yet, sometimes managers&hellip;","_links":{"self":[{"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/posts\/11100","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/comments?post=11100"}],"version-history":[{"count":0,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/posts\/11100\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/media\/11414"}],"wp:attachment":[{"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/media?parent=11100"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/categories?post=11100"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/simplify360.com\/blog\/wp-json\/wp\/v2\/tags?post=11100"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}