FROM CUSTOMER SATISFACTION TO CUSTOMER DELIGHT USING A SUSTAINABLE AND COSTEFFECTIVE ORGANIC MARKETING STRATEGY

In today’s competitive marketplace, achieving customer satisfaction is no longer a sufficient benchmark for sustained business success. Businesses are increasingly shifting their focus toward customer delight–a transformative approach that fosters emotional connections and long-term brand loyalty. This research article explores how businesses can achieve customer delight through the implementation of a sustainable and cost-effective organic marketing strategy named “Employee and customer centric marketing strategy”. This marketing strategy involves consistent quality products, a four-step process, valued employees and engaged customers to achieve customer delight. Customer delight results in delighted customers who are different from other customers in terms of loyalty, price sensitivity, word-of-mouth marketing and forgiving mistakes.