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From Customer Satisfaction to Customer Delight Using a Sustainable and Costeffective Organic Marketing Strategy

Year: 2025

Type: article

Abstract: In today’s competitive marketplace, achieving customer satisfaction is no longer a sufficient benchmark for sustained business success. Businesses are increasingly shifting their focus toward customer delight–a transformative approach that fosters emotional connections and long-term brand loyalty. This research article explores how businesses can achieve customer delight through the implementation of a sustainable and cost-effective organic marketing strategy named “Employee and customer centric marketing strategy”. This marketing strategy involves consistent quality products, a four-step process, valued employees and engaged customers to achieve customer delight. Customer delight results in delighted customers who are different from other customers in terms of loyalty, price sensitivity, word-of-mouth marketing and forgiving mistakes.

Source: Zenodo (CERN European Organization for Nuclear Research)

DOI: 10.5281/zenodo.17473122

Authors: M C, Prakash, J, Dinesh

Institution: SRM Institute of Science and Technology

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W7102410362

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