Sound familiar? The pharmacy claims they don’t receive them and the doctor says he sent them, so I get to be the errand boy until I finally get my meds. It doesn’t pay anything, but I get to follow up with him multiple times to make sure he gets my prescriptions right and they are received by the pharmacy. Was there ample parking? Was the item you were looking for easily found? Was the cashier friendly? All of these occurrences are a part of the broader customer experience, and the level of delight you have is dependent on all of them. For example, think about the last purchase you made from a store. As consumers, we are all constantly entrenched in situations involving our experiences with brands and companies. The best way to ensure customer delight internally is to establish a customer-centric culture: always be asking what is best for the customer experience.Ĭustomer delight is not something that exists on a grand scale between businesses, either. A customer may have a positive user experience, but that can quickly be overshadowed by a negative experience encountered with the invoicing team. It’s no secret that customer delight lends itself to positive word-of-mouth marketing, increased customer satisfaction, and decreased churn.įrom a company perspective, it’s important to note that customer delight is the duty of all employees who will come in contact with customers and prospects. It’s anticipating your customers’ needs and acting on them, removing communication hurdles, and continually making them feel like your only customer. What does it mean to be delighted? And, more specifically, what does it mean for your customer to be delighted? Customer delight is the concept of not only meeting your customers’ expectations but exceeding them to the point that they are gleaming with joy. This is going beyond providing a good customer experience to providing customer delight. By taking care of your customer, you are actually setting in motion a process that fixes the system and improves the company, leaving the customer better off in the process.
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