Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value.
Customer satisfaction is the process of achieving goals and consistently delivering the value you promised. Customer delight, on the other hand, is the “wow” factor. It proves to the customer that you intimately understand their needs and can proactively anticipate ways to improve their situation. Both are important aspects of customer success.
