The other day, I wanted to print a newspaper article that I was reading from the screen of my iPhone. I have a wireless printer in my office, but I'd never tried to print to it from my phone. Until now...
I tapped the print command on my phone, and crossed my fingers...
The name of my HP8600 appeared on the screen, as a wireless printer within range. So far, so good.
Now the big test: I tapped the printer name, and held my breath...
Within seconds, I heard the printer loading the first page, and commence printing - SUCCESS!!! The product worked, as advertised.
But then something else happened, that I really didn't expect: My phone told me that my printer ink was running low. This was good information, because I was headed out to an office supply store.
Was it my phone's job to monitor the ink levels in my printer? No.
Was the information useful to me? Absolutely!!!
In fact, I was delighted that my phone gave me some timely and valuable information that I would never expect it to give me.
That's what customer delight is - it's getting something good that you didn't expect to get; customer delight is when you're pleasantly surprised by receiving unexpected value while using a product, receiving a service or participating in a process. Customer delight is about pleasant surprise.
How have you experienced customer delight? How are you and your company surprising your customers, with moments of delight?