Ritz-Carlton is fervently dedicated to anticipating customers' slightest needs. Without ever asking, they seem to know when customers want a king-size bed, non-allergenic pillow, extra body gel, or the blinds open upon arrival. An amazing 95 percent of departing guests report that their stay has been a truly memorable experience. This is an example of .

A. customer delight
B. customer lifetime value
C. customer equity
D. customer share
E. customer-perceived value

Customer delight.

Explanation:

Ritz-Carlton products/services offered to their customers create

customer delight as 95% of their guests report having a wonderful experience. Customer delight occurs when the product/service delivery to a customer exceed what the customer expected from a business/company.

A) customer delight

Explanation:

In marketing, customer delight refers to a strategy that focuses on providing a better than expected service or product that will surprise our customers and if possible, will not only increase customer loyalty but most importantly will also start word of mouth promotion.

The ultimate goal of this strategy is to achieve that our customers start to promote our company with theirs friends and hopefully in their social media accounts. Word of mouth is by far the most effective and cheap advertising. It virtually costs nothing, but those who are reached by it will generally consider that good "gossip" as true, honest and genuine.

That is the main advantage of word of mouth promotion, everyone knows that advertisement is paid, celebrities that endorse products get millions, and no one knows if they even use the products. But when your uncle or best friend tells you about the great service offered by Ritz Carlton, you will definitely believe him or her, and most likely be convinced that it is true.

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