Author name: Suman Dhar

Illustration comparing customer support, customer success, and customer delight using three signposts and paths.

Customer Support vs Customer Success vs Customer Delight: What’s the Difference?

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Customer Support, Customer Success, and Customer Delight are terms that often appear together in conversations about customer experience. Sometimes, they’re even used interchangeably. But they aren’t the same thing. Customer Support helps customers resolve problems. Customer Success helps customers achieve their goals with a product or service. Customer Delight focuses on making the overall experience

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Illustration of a customer and support professional having a positive conversation

What Is Customer Delight? It’s More Than Just Good Customer Support

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I’ve always believed that helping a customer isn’t just about finding the right answer. It’s also about how you make them feel along the way. Think about the last time you contacted customer support. Maybe something wasn’t working. Perhaps you had already tried a few things, or you wanted someone to explain what was going

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customer delight builds trust

Customer Support Solves Problems. Customer Delight Builds Trust.

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Over time, I’ve started to think that there is a subtle difference between customer support and customer delight. Customer support is about solving a problem. A customer reaches out because something isn’t working, they have a question, or they need help figuring something out. Our job is to understand the issue and help them get

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How I Prepare Before Important Conversations

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Over time, I’ve learned that the quality of a conversation is often decided before it begins. Important conversations — interviews, feedback discussions, product reviews, alignment calls — don’t benefit from over-rehearsal. But they do benefit from intentional preparation. My approach has become simpler and more deliberate with experience. I Start by Getting Clear on the

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What I’ve Learned From Writing Documents: A User-First Approach

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For a long time, I thought writing documents at work was mostly about documentation. Capturing decisions. Writing specs. Leaving a trail behind. Over time, I’ve learned that good documents aren’t really about record-keeping. They’re about reducing cognitive load for the person reading them — especially when that person isn’t you. That shift changed how I

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