CXps 2022 | Making Delight Intentional for Measurable Payoff

Companies view avoiding complaints and dissatisfaction as table stakes and a key objective of quality and operation. On the other hand, customer delight is seldom a clear objective and is viewed as a serendipitous event, especially in B2B environments. In fact, delight CAN be implemented systematically at a very low cost. During this session, John Goodman, Vice Chairman of Customer Care Measurement and Consulting, will present rigorous consumer research on types of delight and their payoff as well as a recent proof of concept. For example, customer education and onboarding, as well as cross-selling, can create delight while reducing problems and generating extra revenue. Goodman will then suggest how delight applies to B2B environments, including preliminary data gathered in business services and industrial settings.