Jeff Toister recently had a blog on CustomerThink addressing the topic of customer delight (http://customerthink.com/customer-satisfaction-vs-delight-why-you-need-both/ ) and customer satisfaction. He defined delight as occurring when service exceeds expectations, and satisfaction occurring when service meets expectations. His contention is that both metrics are needed. As he notes: “So, is customer delight truly a business imperative? Or, … Continue reading Is There A Single Most Actionable, Contemporary, and Real-World Metric for Managing, Optimizing, and Leveraging Customer Experience (and Behavior)?