kliendirõõm erineb kliendi rahulolust ühel väga olulisel viisil: see tähendab kliendi ootuste ületamist, mitte lihtsalt ootustele vastava rahuldava kogemuse pakkumist, customer delight differs from customer satisfaction in one very crucial way: it's about exceeding a customer's expectations, rather than just simply providing a satisfactory experience that met expectations
