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This\xa0is the final post in the series,\xa0"How to Drive Delight the Mercedes-Benz Way."\xa0\nIn my book,\xa0Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way,\xa0I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. The goal of those objectives was to transcend customer satisfaction and instead deliver customer delight. So, what are the differences between customer satisfaction and delight and why did Mercedes-Benz set delight as their goal?\nConsumer research shows that up to 75 percent of customers who stop doing business with a company were satisfied or even \u201cvery satisfied\u201d when they left. Clearly, when Mercedes-Benz dealers dissatisfy customers \u2013 those customers are likely to leave. Unfortunately, when Mercedes-Benz satisfies them - that didn\u2019t ensure that they are going to return or recommend the luxury automaker. By contrast, when brands like Mercedes-Benz satisfy and deliver positive emotions, customers report higher engagement levels that predict repeat business and referrals.\nAre you measuring customer satisfaction or delight?