I think I’ve got this whole customer delight thing figured out!
Here is an article that I wrote back in 2004 on the subject. It’s consistently appeared in the top 5 Google results for “customer delight” ever since. Surprisingly, I’ve gained a deeper understanding of the whole phenomenon and how to systematically design and deliver delight that I’ll be sharing here in the near future. For now, this article should give you good grounding in the topic.