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SXSW Interactive 2014

Why Customer Delight Should Be Your Business Model

Customer delight is not just hype: it should be the cornerstone of any business model. In today's highly competitive, brand-hopping digital world, customer satisfaction should no longer be one of your main business objectives - unless you are aiming for failure. This presentation sheds some light on why customer delight should be your number one priority, with exceptional cross-platform customer service becoming the great key differentiator. It also examines how online technology (including social media) can help implement a human-centric approach to business (and marketing), thus leading to sustainable success, where everybody wins.

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  1. What are some examples of online brands that have successfully implemented the Customer Delight business model?
  2. What real-world findings support the Customer Delight principle as the winning business model?
  3. What are the main technology-related challenges that come with adopting a customer-centric business model?
  4. What are the common ingredients for success (including technology tools) in delighting customers online?
  5. What does a delighted customer look like?



Stephanie de Guzman, Assistant to CEO Demian Selfors, Media Temple

Meta Information:

  • Event: Interactive
  • Format: Solo
  • Track: Entrepreneurialism and Business
  • Level: Intermediate
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