Delight is exceeding expectations through genuine care and attention to human experience—going beyond meeting specifications to create memorable, positive experiences.
What Creates Delight
Genuine Care:
- Attention to details
- Anticipation of needs
- Personal touches
- Authentic concern
Exceeding Expectations:
- Delivering more than promised
- Solving unstated problems
- Creating unexpected value
- Demonstrating commitment
Human Experience:
- Emotional resonance
- Memorable moments
- Positive surprises
- Authentic connection
What It’s NOT
- Meeting minimum requirements
- Checking boxes
- Following scripts
- Manufactured enthusiasm
Why It Matters
Delight creates:
- Memorable experiences
- Emotional connection
- Natural advocacy
- Lasting loyalty
- Competitive differentiation
The Challenge
Delight can’t be:
- Standardized completely
- Automated fully
- Mandated effectively
- Faked authentically
It requires genuine care and human attention.