Why Customer Delight?

Prioritizing the Human Side of Customer Experience

Over my tenure as a Product and Customer Experience leader, I have become enamored with the word "delight". It is goal-oriented and understood well enough that almost anyone can recognize it in the real world. It is abstract enough that it gives freedom to product and service professionals to empathize with individuals and adapt to their needs.

So what is "Customer Delight" really?

"Customer Delight" fundamentally is the positive emotion a customer experiences when interacting with some aspect of your company, including be not limited to product and services.  It's important to keep in mind that Customer Experience is the entirety of your customers' interactions with your brand from awareness to repeat purchases. For example, repeat purchases can be renewals for subscription services or purchasing additional products from your e-commerce site.

How can you possibly measure positive emotions?

Measuring human emotion with business metrics can be tricky. You have to strike the right balance to know you are continually improving and growing, but you cannot lose sight of the humans at the other end of your products.

How you measure your customers' emotional response to your company's brand depends heavily on your business model, objectives, and of course your customers. The following serves simply as an example.

For SaaS businesses, the gold cup is Net Recurring Revenue (NRR) or Annual Recurring Revenue (ARR). It is the best indicator of sustainable growth. However, this is a lagging indicator of success. Growing NRR or ARR indicates that you are doing something right so that customers come back and pay more for your service.

Metrics such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) bring you closer to the customer and act as good indicators that customers will renew subscriptions. Of course, there are several other metrics to consider, especially as we delve into the world of Customer Experience.

How do we deliver on Customer Delight?

In future posts, we'll explore these metrics in more detail and share strategies to turn customer satisfaction into genuine delight. Remember, achieving customer delight isn't just about measuring it—it's about fostering a culture that prioritizes the customer at every touchpoint.

Thank you for joining me on this journey to redefine customer experience. I'd love to hear your thoughts on what customer delight means to you. Feel free to share your stories or questions in the comments . Stay tuned for more insights and practical tips to elevate your customer experience!