Shania works hard to foster an emotional relationship between her Internet customers and the beauty products and services that she and her staff sell. By promoting a company culture that values exceptional value and service, Shania aims to create ________ by going beyond the expected.

Question

Quizplus · Accepted Answer

Shania's goal is to create customer delight, which means exceeding customer expectations and creating an emotional attachment between customers and the company's products and services. This goes beyond customer satisfaction, which simply means meeting customer expectations. Switchable or neutral customers are not desirable because they may be more likely to choose a competitor's products or services. The term "fair value zone" is not related to the concept of emotional customer relationships.

Shania Works Hard to Foster an Emotional Relationship Between Her