Many companies now aim for customer delight which is known to be a result of service excellence leading to more loyal customers and significant word-of-mouth effects. The interesting question is how to achieve that.

The following article points to the importance of hiring the right frontline staff and manage these people in a way that motivates and enables them to deliver a service that results in customer delight.

The Secret to Delighting Customers – Dilip Bhattacharjee, Bruce Jones , and Francisco C. Ortega – Harvard Business Review.

If you want to learn more details please make sure to check out DIN SPEC 77224 where leading companies incl. DVSB developed a comprehensive guideline to achieve customer delight.