To measure customer delight at the organizational level, the best place to start is the work of Fred Reichheld.

FORBES: Measuring Business's New Bottom Line: Customer Delight

Written by Rob Markey and Fred Reichheld, authors of The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World.

FORBES: The Root Cause Of Your Customer's Anger

They join other thought leaders, including Alan W. Brown, John Seely Brown, Rod Collins, Bill George, Ranjay Gulati, John Hagel, Gary Hamel, Umair Haque, Vlatka Hlupic, Roger Martin, Lisa Earle McLeod, Vineet Nayar, Franz Roeoesli, Fred Reichheld and Jeff Sutherland.

FORBES: The New Management Paradigm & John Mackey's Whole Foods