Final answer:
The term that describes delivering a positive, memorable experience that is more than what the customer expected is exceeding customer expectations. It means going above and beyond to provide exceptional service, quality, or value that surpasses the customer's initial expectations.
Step-by-step explanation:
The term that describes delivering a positive, memorable experience that is more than what the customer expected is exceeding customer expectations. It means going above and beyond to provide exceptional service, quality, or value that surpasses the customer's initial expectations. This can include factors such as personalized attention, unexpected perks, or exceeding performance metrics.
For example, if a customer orders a product online and receives it earlier than the estimated delivery date, along with a handwritten thank-you note and a free sample, they would likely consider it an experience that exceeded their expectations.