In today’s competitive business world to delight your customers, rather than simply satisfying them, is critical to the success of your venture. Customer delight is the new standard. To delight your customers means exceeding their expectations and creating a highly positive and memorable experience with your product or brand. Delight calls upon your entire team , customer-facing and back office, to smoothly collaborate to deliver timely, efficient and pleasant service to customers by focusing on their needs, challenges, questions and preferences.

Satisfied customers are good for your company, but delighted customers help you much more. Customers who carry the memory of their delightful experiences with your organization are more likely to become loyal customers and brand advocates who enthusiastically make referrals, give testimonials and reward your company with glowing online reviews. They become extensions of your marketing department.

When you accomplish this, you’ll build a strong relationship with your customers that makes them want to remain loyal brand advocates and promoters. Read on to better understand how your organization can achieve this level of service.

1. Personalize every customer experience—Start at the top by addressing all customers and prospects by name in each marketing email. Furthermore, the product or service that you promote in those emails should be something that the recipients might possibly use. Obtain this information by resarching your customers. As always, knowing the customer is key.
2. Quick response and follow-up—A critical aspect of solving problems for customers is responding to them ASAP — meaning, a big component of customer delight is the ability to be available and responsive whenever your customers reach out. Whether the issue is big or small, show your customers that you’re always prioritizing them by responding quickly.
3. Resolve customer problems fast—The first and most important thing your organization needs to do is solve whatever problems your current and prospective customers are experiencing. Offering your customers a solution to a challenge they’re facing, or a way to achieve the goal they’re working towards, is what motivated them to do business with you — so don’t disappoint them. Offer your customers solutions that align with their individual wishes, needs, and preferences. The same goes for prospects and potential customers. Even though they aren’t paying customers just (yet), potential customers require you to solve their problems as well. not only should you solve customers’ problems in the short term, but you should think ahead for their future needs, too. Going beyond the immediate solution to provide information and ways to help your customers manage their challenges — and teach them to do so on their own, if and when possible — is how you can solve for the future, too.
4. Help customers have the best experience possible—Make sure you understand why people are buying your product or service to determine how to help them succeed. When you truly understand what it is people need from a product or service like yours, you’ll be able to target those pain points and solve for them to exceed customer expectations. It can also be on a smaller scale, like the way you train your new employees to handle customer questions. Additionally, help customers succeed by providing them with the right educational resources so they know how to reach out to your service and support teams, get the help they want and need, or find answers to questions on their own.
5. Listen to customer feedback—It doesn’t feel good to hear feedback that’s critical of your company, but if you’re serious about delivering the best possible customer service, you must face the unvarnished truth about how your product or service meets expectations, or doesn’t. You must learn what disappoints. Then you can fix it. Then you become more aware, smarter, faster and more successful. Your customers will tell you, one way or another. Listen to honest feedback, take chronic complainers ith a grain of salt.
6. Loyal customers receive preferential treatment and perks —Loyal customers are the bedrock of your business and it would be inconsiderate and unwise to take them for granted. Keep their business by giving them VIP treatment and communicating to them that you understand and appreciate their business and also them, as individuals. Offer them perks such as discounts, service upgrades, speedy delivery, invitations to special in-store events and other benefits as appropriate. A strong customer loyalty program will make your customers feel appreciated while securing their future business. Did I mention that your loyal customers also make referrals?
7. Surprise, delight and please —Enable your company to stand out from competitors, then you need to make a lasting impression on your customers. While your primary goal is to solve the customer’s problem, you can create a memorable experience by giving customers more than they ever anticipated. Customers expect to see their needs fulfilled, but are truly delighted when your team goes above and beyond in the customer experience.
8. Easy to find company contact info—It’s so annoying to have to hunt down a company’s contact information. Customers should be able to get in contact with you easily. Even more importantly, they should have several avenues for reaching you, such as email address, telephone number and social media sites.
9. Be enthusiastic—In every interaction with current and prospective customers, be sure that you (and your employees or anyone who represents you) displays a positive and welcoming demeanor that complements your brand. Always provide a real, warm, welcoming, helpful and personalized interaction that respects your customer’s time and leaves them happy, satisfied —and with a better understanding of the value of your product or service.
10. Build a community—Humans are social beings and we enjoy the feeling of belonging to a community or group. Your community might be used as a resource for sharing useful information or act as a medium for users to submit customer reviews. No matter what your community’s function is, creating a space where customers can interact with one another and you and/or your employees adds value to the customer experience that your company provides and continue to delight these people.

Thanks for reading,

Kim

Image: Experience a luxury safari at Jao Camp in the Okavango Delta, Botswana