Customer delight is about service design
When was the last time you were ‘delighted’ by a business? Customer delight involves a business going beyond its brief to surprise the customer. A business doesn’t need to wait for something to fail. With great service design, a customer can be delighted even when everything is working as expected! Like the story about Joshie and the Ritz-Carlton, it’s about identifying an opportunity and converting it into a moment of delight.
A good example is Surf-Air, a private, subscription-based airline. Find out how they repeatedly engineer moments of delight by designing the minutest details of the customer experience.