Today, you need to go the extra mile to gain your customer’s loyalty by finding new ways of delivering superior products and delightful service.
Your competition is also aware of your customers’ expectations, so how do you gain the competitive edge?
If you are only satisfying your customer, what prevents you from losing the customer to the competition?
What can you do to exceed customer requirements and expectations? The first thing you should ask yourself is: what are you doing right in the eyes of the customer? Then, how can you deliver more of the same?
Delighting a customer involves finding ways to offer superb products and providing services that make the customer feel special. A customer delight philosophy requires management support, and, a trained, empowered, and motivated workforce.
Different sectors have found innovative ways of delivering a little extra value. Here are some simple ways that others have used to delight their customers are:
From the hospitality industry:
- Warm chocolate chip cookies in mid-afternoon
- Apples on your front desk counter
- Answering the phone using the guest name
- Frequent stay awards
- Concierge services
From Customer Support Call Centers:
- Quick response/ quick resolution
- Cordial, knowledgeable, empathetic and helpful service
- “Is there anything else we can do for you today?”
From the retail industry:
- Free maintenance offers at car dealerships
- Cordial, knowledgeable and helpful assistance
- Unadvertised specials, discounts
- Calling customers when the items they usually buy arrive at the store
From the shipping industry:
- Delivery dates and package tracking available on the internet
From manufacturers and wholesalers:
- Free or inexpensive training on products and services
- Superb customer support after the sale
- Easy access to product information
- Keeping customers informed on industry trends
- Providing Customers with marketing opportunities by partnering
- Facilitate obtaining extra information/support
- Helping customers improve their operations
These examples may help you generate some ideas to delight your own customers.
By Andrew Clapton