Importance of Critical Success Factors in Retail-banking Domain to Bring Customer Satisfaction and Delight

Abstract

Customer delight refers to foreseeing customers’ needs, providing solutions ahead of time, and presenting unexpected attributes in the best possible way to them. Customer delight occurs when the client’s expectations are exceeded. Expectations are surpassed when a customer is delighted, and that positive experience could help improve brand loyalty. There is a fine difference between customer satisfaction and customer delight. Whilst customer satisfaction is all about the practical procedure of achieving goals and delivering value; on the other hand, customer delight is the ‘Emotional Special Factor,’ which adds to the customer’s overall experience. Sometimes customer delight is more important than just making a customer satisfied with a particular product or service. Such positive experiences could help improve a brand’s loyalty. In the case of retail-banking customers’ satisfaction events, the necessary factors should be taken care of are as follows: