Are your clients delighted?
Satisfaction comes from the expected while delight comes from the unexpected
Think about the last time you had a great experience with a company.
Was it because of a good product, a good price or satisfactory service? Is that all? These things should be a given, you should expect nothing less.
Chances are you were delighted by something a little more – a better product, a better price, exceptional service or a little touch that you weren’t expecting.
Five steps to creating customer experiences that delight
Here are a few tips to help you improve the experience you create for your customers and to delight them.
1. Ask yourself “How easy am I we to buy from and deal with?” So many businesses don’t even get the basics right; phones aren’t answered professionally or at all, promises aren’t met, systems stop customers getting what they want, when they want it.
2. Find out what’s preventing your customers from getting what they want. Fix processes, change systems, change your suppliers. Change whatever is standing in the way of customer delight.
3. Get feedback from your customers. Ask them how you can improve, what irritates or annoys them and how you can exceed their expectations. Email them, call them, visit them. Find out what they really think about you.
4. Act on the feedback. (No explanation needed here!)
5. Identify ways to delight your customers. Avoid the generic and instead surprise customers with the level of service you provide. Customer delight has a personal touch, it appears spontaneous, and makes customers feel good.
- Exceed expectations with your products and your service
- Stay in contact make a phone call, send an email or mail a postcard
- Say thank you
- Display an honest interest
- When you mess up, apologise
- Ask yourself, “Do I really have my customer’s best interests at heart?”
The pursuit of customer delight is a constant process and it never ends. Remember:
- Delight will get you talked about
- Delight is your best marketing tactic
- Delighted customers will spend more
- With delight you can create customers for life
Robyn Mayne
Children’s portrait photographer, workshop facilitator & customer experience fanatic
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Robyn operates the popular photography & lifestyle blog Today is Different and provides photography courses, workshops, retreats and networking events for photographers.Robyn is offering all PhotoMerchant customers a 25% discount off two day workshops in Sydney (Register here and use the discount code pm1210a, or get 10% off consulting services anywhere in Australia by quoting the same discount code. |
