Here's how your company can take customer satisfaction to a new level and reap the profits! The Customer Delight Principleshows how customer delight -- not mere satisfaction -- drives repeat purchasing and customer loyalty. The book details how your company can build a customer delight-oriented organization and reveals many of the roadblocks that you are likely to encounter. How to monitor customer delight results, including measurement and validation against revenue, is covered, as is formulating payback curves for a customer delight investment, allocating resources for continued customer delight improvements, and the continued benchmarking of results. Statistics show that customer satisfaction alone is not enough. Over 60% of customers lost by companies have reported that they were at least "satisfied," in their experience with the company Striving for more than customer satisfaction is a key strategy in Customer Relationship Marketing (CRM), the predominant marketing approach of today's most successful traditional and dot-com companies.

Timothy Keiningham is senior vice president at Marketing Metrics, Inc., a global research and consulting firm that specializes in customer satisfaction measurement, customer retention program design and execution, marketing research services, and training seminars. He is the author of Return On Quality and Service Marketing.

Terry Vavra, Ph.D., is the cofounder and president of Marketing Metrics, Inc. A world-renowned authority in customer retention strategies, Dr. Vavra has designed retention programs for leading international companies including Digital Equipment, GTE, and IBM Consulting Companies. He is the author of Aftermarketing and Improving Your Measurement of Customer Satisfaction, and has written numerous articles for Journal of Marketing Research, Journaling of Marketing, Marketing News, and other professional publications.