Business and Bagels: Customer Delight: Going Beyond Expectations

December 15, 2020 | 8:00 am - 9:15 am

The James B. Henry Center for Executive Development

At this time, we plan to offer this program via interactive, face-to-face instruction. If public health considerations require a different approach, we will deliver this program on the current schedule via live, online learning. If you have questions, please reach out to us.

Session Introduction

Customer Delight
Going Beyond Expectations

Companies that seek to meet only the basic needs of their customers are quickly becoming a thing of the past. They’re being replaced by companies that go above and beyond for their customers, providing what MiRan Kim, associate professor in The School of Hospitality Business in the Broad College, calls “customer delight.” Companies who practice customer delight include Disney, with its magical moments in parks, and, with their Happiness Experience Form. Disney’s magical moments are serendipitous moments that occur when a cast member chooses to provide guests with a random act of kindness on their own prerogative. Zappos cultivates customer delight through creating “wow” moments for customers, including when a Zappos call agent creates an experience for customers that goes above and beyond. Creating customer delight all starts with the company’s employees. Happy employees will make happy customers. A business committing to its employees will lead to employees that are committed to customers. Come learn how you can improve satisfaction within your organization by delighting your internal and external customers.

Session Presenter

MiRan Kim, Ph.D., is an Associate Professor at The School of Hospitality Business at Michigan State University.



If your organization is sending five or more individuals to this program, you may contact us for bulk registration at