Customer delight

Customers criticize

Fans forgive


Customer delight as strategic topic

Turn delighted customers into fans. Products are becoming ever more comparable. Therefore, the success of a company is relying more and more on the relationship with the customer. Satisfaction is no longer sufficient. Only truly delighted customers are faithful customers. Yet, easy to understand insights do not mean that they are easy to implement. The topic is too complex, too multi-faceted and all business areas are affected by it. The conventional management approach often fails because of its control illusion.

Delight is an emotional state that should be cultivated and not planned.

A&P does not have a patent solution for customer delight. Yet, we have developed a practical workshop to gently guide the participants through the complexity of this topic. It sets off a process that concludes with measures to increase the probability to delight customers.






Developing requirements

for customer delight


Project Management

Reinhard Auerbach