Question

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 ________.

Answer 1

Answer: Customer delight

Step-by-step explanation: Customer delight refers to the concept of surprising the customer by providing them the level of service which gives them full satisfaction or sometimes even exceed their expectations.

This concept is taken seriously by managers specifically in hospitality industry, in which the work is highly related to the performance and not the price.

In the given case, Ritz-Carlton is providing their customers the best service by providing for utilities before they even ask for it. Thus, they are focusing highly on customer satisfaction.

Hence from the above we can conclude that the correct answer is customer delight.