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  • Customer Delight

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    Azuati Mahmud
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    This document discusses customer delight and its importance. Customer delight occurs when a business exceeds a customer's expectations through a positive experience, leading to increased loyalty and referrals. While customer satisfaction involves just meeting expectations, customer delight involves exceeding them. Delighting customers is important because it leads to promoters of the brand, recurring business, and less price sensitivity. Some pillars of customer delight include understanding customer needs, delivering beyond expectations, empowering employees, providing sincere apologies, listening to customers, educating customers, respecting their culture, and responding quickly.

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    What is customer delight?

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    This document discusses customer delight and its importance. Customer delight occurs when a business exceeds a customer's expectations through a positive experience, leading to increased loyalty and referrals. While customer satisfaction involves just meeting expectations, customer delight involves exceeding them. Delighting customers is important because it leads to promoters of the brand, recurring business, and less price sensitivity. Some pillars of customer delight include understanding customer needs, delivering beyond expectations, empowering employees, providing sincere apologies, listening to customers, educating customers, respecting their culture, and responding quickly.

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    © All Rights Reserved
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    134 views15 pages

    Customer Delight

    Uploaded by

    Azuati Mahmud
    This document discusses customer delight and its importance. Customer delight occurs when a business exceeds a customer's expectations through a positive experience, leading to increased loyalty and referrals. While customer satisfaction involves just meeting expectations, customer delight involves exceeding them. Delighting customers is important because it leads to promoters of the brand, recurring business, and less price sensitivity. Some pillars of customer delight include understanding customer needs, delivering beyond expectations, empowering employees, providing sincere apologies, listening to customers, educating customers, respecting their culture, and responding quickly.

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    of 15

    Customer Delight

    What is Customer Delight


    Customer delight occurs when a
    business delivers a customer a
    strong, positive experience that
    exceeds that customer's
    expectations.

    The favorable emotional response


    of a delighted customer can lead
    to repeat buying, loyalty and
    word-of-mouth referrals Delight = Expectation + 1
    Customer Delight Vs Customer Satisfaction
    Are they similar…??? Absolutely NOT!!!

    When most people hear about Customer Delight, they think it’s
    the same as Customer Satisfaction; however, there is a very
    important difference between the two, and it comes down
    to exceeding versus merely meeting expectations.
    So let’s take a moment to compare:

    • Customer Satisfaction: Expectations are met


    • Customer Delight: Expectations are exceeded
    Why Customer Delight Is
    Important
    The majority of businesses spend
    most of their money and time on
    acquiring customers and building
    products. However, what happens
    after a customer is obtained? This
    should never be the end of a
    company's goal but rather just the
    beginning.
    Why Customer Delight Is Important

    • Promoters of your brand. Social media has empowered your


    clients to speak aloud about their experience with your
    brand.
    • It always cost more to search for new business, than getting
    recurring business from existing clients
    • Delighting the customers will lead to repurchase behaviour
    or customer loyalty
    • A delighted customer is less price sensitive
    Why Customer Delight Is Important
    If you do not take care of your customers, someone else will.
    You make mistakes  you lose  competitor wins
    When… Is it after they make a purchase????
    NO..!!
    • Every interaction is important, they should feel delighted with
    call or visit.
    • They should learn something with each interaction.
    Pillars Of Customer Delight
    • Understand, support and
    suggest
    Understand their problem, show
    concern & suggest a solution

    • Deliver Beyond Customer Expectations


    Of course this requires knowing what customer
    expectations are in the first place. But even the little
    things (like a link to blog, relevant videos, forum links,
    etc.) can put a smile on your customers face, making
    the experience that much better.
    Pillars Of Customer Delight
    • Empower your Employees
    Bottom line is pretty simple – happier employees really
    do mean happier customers. Empower them with the
    authority and the tools to improve customer experience,
    and watch employee (and customer) engagement soar.
    Pillars Of Customer Delight
    • If You Screw Up, Apologize
    – and Mean It
    Everyone makes mistakes.
    After all, companies are
    people too. And of course,
    customers get annoyed – but
    it’s rare that a sincere
    apology can’t placate even
    the most upset. Provided, of
    course, you back that
    apology up with action, and
    resolve the issue.
    Pillars Of Customer Delight
    • Listen to your Customers 80/20 rule
    Don’t just pick up the phone and start drooling your sales
    pitch or the awesome solution you have for their
    problems. Spend 80% of your time listening to your
    customers & do only 20% talking.
    Pillars Of Customer Delight
    • Educate Your Customers
    Helping customers better your understand products and
    services transforms buyers into promoters, as well as
    helping them get immediate (and often greater) value
    from their interactions.

    • Get into their culture: Respect their boundaries


    Don't just make assumptions about who your customers
    are and how they respond. Get to know the
    neighborhood/city/state/region where you are based and
    express an interest in the culture.
    Pillars Of Customer Delight
    Respond Quickly (within one hour are
    likely to get more sales, and if you don’t
    have the solution/ attendant at that time,
    at least tell them how & when they will
    be getting assistance)

    Every customer desires swift action, regardless of the


    situation. The speed with which you reply to an issue or
    inquiry is a perceptual indicator of how much you care.
    Something as simple as a quick acknowledgment that
    someone’s begun the process of resolving their issue might
    be all it takes.
    HAPPY DELIGHTING

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