To start with a Customer Delight strategy, you have to align vision, mission and corporate values. Based on these, you then define customer centric behavior.


This is necessary to make Customer Delight part of your corporate culture. Furthermore, it can be necessary to do an assessment of for example the complaint system, measurement and monitoring system, social media activities.


Mystery visits/calls, analyses of written communication, interviews with clients can be required to complete the picture.

You then can define a strategy with KPIs and planning.

Retail Values

I Strategy & Communication

Create Delighted Clients

Neutralize Detractors

Bet on Social Media

Measuring and Monitoring

II Involve everybody: Organize the kick off

III Down-top initiatives: Customer Delight committee

IV Visualizing processes: The Customer Journey

V Training and coaching: Leading top teams