Delight factor

Delight has the power to elevate customer experience, as well as amplify loyalty and growth for businesses across sector.

??There are so many stories they raises questions about the potential of delight in customer engagement. Can delight be measured, managed, and institutionally delivered? What is the economic payoff for businesses??

??? I'm coming from B2C?- xretail sector and everything was delight factor in retail sites. We do need to sell more than expected. Not only fuel as we need to know.?

??????What would like to? have more? while you’re charging your electric car ? Sleeping, eating, manicure, massage, shopping etc..

It s all about delight factor ; modern talking way al of us want to have some? surprises in our routines. Especially me, If ? don’t have my chance to increase delight factoring my relationship or business what I do , I? don’t.?

Once, at a Ritz Carlton resort,?a server noticed a family searching for a coquí frog hidden in the vegetation.1?Inspired to create a memorable experience, he orchestrated a surprise: when the family returned to their room after dinner, they found a chocolate lily pad with two chocolate coquí frogs perched on it and a note from “Coquí” himself waiting on the bed. The family was delighted by this thoughtful, fun gesture.

But, to start with delight itself: delight occurs at the intersection of customer joy and surprise. In the past, customer delight was restricted to elite brands due to perceived high costs. However, thanks to technological advancements and a shift toward customer-centric practices, companies now have smarter and more effective methods to deliver delightful experiences that yield long-term returns.

Our Growth, Marketing & Sales Practice has done extensive research to uncover the profound impact of customer delight on business success. Surveying 25,000 customers across diverse industries such as tourism, insurance, and banking, we have discovered compelling evidence: delight not only cultivates loyalty and repurchase but also fuels revenue growth through cross-selling and up-selling opportunities.

????? Delight =? The sweet nexus between joy and surprise

Before exploring the impact of delight, it is important to understand the science behind it.?

Delight is a deep, emotional reaction characterized by joy and surprise, stemming from an experience that provides something unexpected and extraordinary, transcending daily life.?

????? Delight occurs only at the intersection of joy and surprise ! What if it s a routine ?

??Wheel of Emotions chart: ( Plutchick’s wheel of Emotions)???

1-Joy?

2-Acceptance

3-Fear

4-Surprise

5-Anticipation?

6-Anger?

7-Disgust

8-Sadness

????? Delight happens in first 4 items here.?

????? Delight your customers and they’ll keep coming back for more.

??Advocates of customer delight have recognized its potential to forge strong emotional connections and drive desirable business outcomes for a company, such as referrals, retention, and revenue, which all can lead to loyalty?

??Why we see some new sports or events are more popular now ? Because it gives "delight factor". Sometimes double. WE say "don't eat and just wait " like marshmallow experiment but tehre is no carrot at the end ;pure waiting is a kind of delight factor.

There are very popular daily routines for people outdoor now, having a picnic chair sitting next to the water or having paddle board and paddling all together. What is? the benefit here ; which is not seen before; like socilisation + meditation +sports.

?? Yes ; Turkish delight factors can be different too.

Delight yourself , delight your customers ( internal or external )?Self awareness is first step again, It can be both ways by having either delight for others(Martin Seligman's way ) or having fun of life.

Resource : Mckinsey and DilekER- Cikistabulusal?m? #dileker #cikistabulusal?m?