Customer Satisfaction is so 90’s. Today, it’s all about Customer Delight! We know people talk about bad service. We’ve all heard the story…One person who has one bad experience will share that experience with 20 other people. The same goes for those who have good experiences. For example, how many of you have tried a brand new restaurant that had fabulous food, awesome service, and was a great value overall? The second you got in the car, you were texting all your friends telling them “You MUST try this new restaurant!”

But what I want to talk about today is the middle ground. Being adequate is no longer acceptable. People DON’T talk about adequate service.

It is 10 times more expensive to acquire a new customer than to keep a current customer (Bain & Company Research). Did you know that customers are lost primarily due to indifference (66%) versus dissatisfaction (14%)? Simply said, it is vitally important to raise the bar from indifference to delight!

Companies that have achieved this have 5 commonalities:
They know how to WOO! They have the ability to win others over.
They practice EMPATHY. The ability to understand the mood of others.
They are DISCIPLINED. They work systematically and consistently.
They COMMAND. They control a situation through effective communication.
They take RESPONSIBILITY. They own a problem until it’s solved.

Ask yourself these 3 questions:

What is your company doing to stand out in the crowd?
What is your company doing to create a life changing experience?
What is your company doing to create positive stories?

Actually, customer expectations are typically not very high. Our job is to SURPRISE them. Customer Delight is doing something they haven’t even imagined. What will cause them to say WOW!

Think of 2 things you can do within your organization to impact Customer Delight. Michelangelo stated it best…”The greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it.”

Kari Sickinger
Vice President, Client Services

Kari has over 15 years’ experience in the teleservices industry and has been called upon repeatedly to “turn on a dime,” as our clients turn to Thumbs Up for quick and effective solutions to their teleservices needs.

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