Delighters (Kano Model)
What are Delighters?
Delighters are elements of a product or service that exceed customer expectations and create disproportionately positive impacts on satisfaction and loyalty. Unlike basics or satisfiers, they generate excitement and advocacy.
In the Customer AI Masterclass (Unit 1.2: Customer Journeys), delighters are highlighted as high-return investments that strengthen loyalty. Examples include surprise upgrades, personalized experiences, or exceptional service moments. Customer AI helps organizations identify which delighters have the greatest measurable impact on outcomes.
