Customer delight – internal and external

Although customer delight is a self-explanatory term, it is often a chimera that project delivery teams run after because they really do not have a clear understanding of what customer delight signifies, and, more importantly, how to achieve it. This is partly because of the fact that it is more of a feeling than a measurable entity. However, in the mobile world, the star rating system is an instant feedback mechanism for a mobile application and provides a way to measure the level of external customer satisfaction for a mobile application.

So, knowing who your customers are is the first step toward understanding what your customer needs, and, more importantly, what their wants are, and only then, will you be able to surpass those to achieve what is termed as "customer delight". There are two sets of customers that are required to be catered by any mobile testing automation projects. The final focus is always on the end user of a mobile application...