Is “working software” enough. Unless the customer is delighted by the working software, the future of the business is not bright. Customer delight has become the new bottom line of business (Net Promoter Score) .
Firms that succeed in delighting their customers like GAFA …(Google,Amazon,Facebook,Apple) companies enjoy happy customers, soaring profits and workers who can see meaning in their work.
In this session, we will discuss and think about strategies which will help to go like GAFA and beyond.
Below are few points will be discussed
• Shift from an output to an outcome
• Shift from customer satisfaction to customer delight
• Shift from an implicit goal to an explicit goal
• Customer delight is a new dimension of “done”
• Customer delight is measured. e.g. Net Promoter Score