Customers and consumers are asking for more and more and it is no longer enough for businesses to simply meet the customers’ basic expectations. Dr. Vinita Sahay explains how most businesses these days are able to meet these expectations and therefore basic customer satisfaction can no longer be seen as a parameter in the competition for loyal customers. Businesses are now instead focussing on customer delights as the way to create loyal customers. Customer delights are the extra little things you get as a customer, but what is a company to do when its efforts to create customer delights become worthless as the delights are copied the next day by a competing company. Dr.Vinita Sahay tells a story about customer ecstasy – the non copy able solution which creates customer loyalty for life

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Category: Innovation (Business and Social Sciences)

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