The Customer Delight Principle 
Subtitle: Exceeding Customers' Expectations for Bottom-Line Success
Publisher: McGraw-Hill; McGraw Hill
Published: July 24, 2001
Language: eng
Number of pages: 208
ISBN-13: 9780658010040
First sentence: "YOUR SATISFACTION IS guaranteed."
Description: "The Customer Delight Principle presents a step-by-step program for taking your company further up the customer satisfaction continuum, from a reliance on the satisfaction-maintaining characteristics that customers increasingly take for granted to a focus on unexpected, customer delight-creating attributes. Timothy Keiningham and Terry Vavra unveil a customer delight principle based on real-world findings that include: perceived costs of negative outcomes to a customer and how they far outweigh the perceived benefit from expected outcomes; the nonlinear relationship between perceived performance and customer satisfaction, in which customer attitude changes follow a classic diminishing-returns model; and case studies of FedEx Custom Critical, Toys "R" Us, Mercedes-Benz USA, and others on determining the delight-creating attributes of a product or service - then concentrating performance-improvement efforts in those areas."--BOOK JACKET.