The Customer Delight Principle : Exceeding Customers' Expectations for Bottom-Line Success

Abstract

9. The Case of Toys R Us A Well-Worn Toy New Game, New Rules Fixing a Broken Toy The Discoveries Creating Delight The Payoff Summary 10. The Case of Mercedes-Benz USA The Company The Vision Starts Building a Mission Statement Creating a Customer-Focused Support Center The Client Care Center Responding to Client Feedback Modeling the Relationship Is It Worth It? Summary 11. The Delight Epiphany The Dimensions of Success Accountability Scope Creating Delight Your First Steps 3. Shaky Foundations Houses Built on Sand Smile Surveys Lies, Damn Lies and Statistics Can't Get Real Does This Mean What I Think It Means? Is This Significant? The Problem with Numbers Summary 4. Cracking the Code The Rosetta Stone Decoding Delight Delight Progression Interface 1: Perceived Performance Leads to Customer Satisfaction Delight Progression Interface 2: Customer Satisfaction Leads to Customer Retention Delight Progression Interface 3: Customer Retention Leads to Profitability Summary 5. The Role of Employees Employees: The Frontline Employee Capability Employee Productivity Focus First on Customers Summary 6. The New Business Reality Reality Check Waves of Change The Productivity Turnaround Redefining Quality Thinking Positively Managing Outside-In Updating Our Marketing Strategies A Return to Ethics Modernizing the Marketing Plan Winning in the New Economy Summary 7. Voices of Experience The Gap Between Desire and Reality Learning from the Best Keeping Score 8. The Case of Roche Diagnostics Systems Establishing Measures Establishing Benchmarks and Setting Goals Preparing Roche for Change First Steps Amplifying the Voice of the Customer A Process Improvement Example Did It Pay Off? Summary 1. Satisfaction Guaranteed King of the Road Road Kill The Siren's Call The Uncertainty Principle An Implementation Problem Not a Straight Line Summary 2. Zone Defense Pain, Satisfaction and Delight Perception Versus Reality Can't Get No Satisfaction States of Satisfaction Delight Uncertainty and Choice The Role of Expectations The Impact of Competition Satisfaction-Maintenance vs. Delight-Creating Attributes Summary

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