We all want to “satisfy customers” – but these days, satisfaction is not enough to ensure either loyalty or higher purchasing volume. From the customer’s perspective, it’s easy to understand what they want: to be delighted! Directed actions to build that delight – and ensure nothing detracts from it – can be programmatically implemented and measured. We’ll take a look at case studies and learn from the best practices of leading organizations, all with the aim of keeping it applicable and straightforward.