Customer delight can be created by the product itself, by accompanied standard services and by interaction with people at the front line.
The interaction is the greatest source of opportunities to create delight as it can be personalized and tailored to the specific needs and wishes of the customer.
With this corporate culture all processes, systems, people and leadership are aligned: everyone in the organization shares the same set of values, attitudes and practices.
[14] Core values are operating principles that guide an organization's internal conduct as well as its relationship with customers, partners and shareholders.
Once core values are clearly outlined it is critical to incorporate them into every process, from hiring, to employee appraisals and decision making.