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How Marketers Can Add Delight to the Customer Experience

August 14, 2019

When we talk about the customer experience, there are some CX essentials that are proven to consistently increase conversion, like reducing friction.

However, do you stop at reducing the negative? Or do you actively work to delight customers? Here’s a simple example.

I was dining at a fancy restaurant on vacation recently. You know the type: dark mahogany woods, dim lighting to set the mood, candle flickering on the table. When I opened the menu — cue angelic chorus — I saw the light. Literally. The menu lit up.

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