Delighting customers

The alternative to shareholder value may lie in delighting customers. Rather than simply satisfying client needs and meeting their expectations, the argument is to find ways to bring them delight in the product offering. When customers are happy, shareholders benefit as well. However, you cannot optimise customer delight and shareholder value simultaneously, when you allow a focus on the customer to take over, the shareholders will ultimately benefit too – more than they do in a shareholder-focused mindset.