ARTICLES — January 28, 2020

The Higher Bar: Taking Customer Satisfaction to Customer Delight

When customers are satisfied with your products or service without complaints, you may assume that these customers are loyal. But this is not always the case; those may just be out of habit or pure convenience, nothing more than a typical customer satisfaction parameters. However, there is one thing more important for companies called customer delight. IFF International, a specialized agency in international market research, stated that turning a satisfied customer into a delighted customer will give tremendous benefits for business.

What is Customer Delight?

Placed beyond customer satisfaction, customer delight happens when you surprise a customer or client by exceeding their expectations. For example, The Four Seasons Hotel in Vail, Colorado, includes twice-a-day housekeeping service. In addition to the usual room cleaning, in the evening they “turn down” your room by doing things such as preparing the bed, cleaning up, and closing the shades for you while you’re out at dinner. Many luxury hotels offer this kind of service, but in winter months, The Four Seasons Hotel will also place warmers inside the sheets to warm their customers’ feet after a day filled with winter sports, exceeding their expectations and satisfaction. That’s an unexpectedly pleasant amenity, even many would say it’s delightful.

Why You Should Care About Customer Delight

To keep existing customers and attract new ones, companies must go beyond merely satisfying customers. It is fundamental to instill within the customer an exceptional level of fondness for the company and or/the product, by offering a service that exceeds expectations and leaves a lasting impression. A delighted customer is more likely to purchase again than a satisfied customer, and creating customers for life requires companies to increase their level of attention to customer care.

How to Delight Your Customers

Putting an emphasis on customer delight isn’t just about making your clients happy, but also about achieving greater ROI for your own business. The good news is, it won’t take that much effort to delight your customers as long as your company focuses on some simple ways that you can surprise and delight them.

●    Always Be Timely

In any business world, speed is essential. If your company delays in responding to customers, you’re missing a big opportunity to get valuable insights and feedback.

●    Listen to Your Customers

Companies need to develop products and test them with real customers to build something useful, and the same goes for serving your customers and understanding their needs. Listen to customer feedback, and use the insights to ensure you are building the right products and features.

●    Give Them What They Need

Sometimes, people didn’t know they wanted some of the greatest products out there until they arrived, and now they can’t live without them. It’s crucial to get real customer feedback on their needs and wants, but you also need to use your own vantage point to build something that’s both realistic and useful.

●    Tell Your Customers How You Will Help Them

Many times when customers call in for support, they get told that their problem is being fixed, but they don’t really know what that means. Tell your customers what’s going on and if they have a problem with your company, explain to them the steps you’ll take to solve it.

Your business reputation is defined by your customers’ experience. Make sure they leave with a memorable experience because they can recommend your business to potential customers. In the hospitality sector, for example, using self-service check-in kiosks with robot receptionists can be that memorable experience your customers will talk about. Such a solution can be achieved by using the up and coming technology from Telkomsel IoT: Computer Vision, which is able to automatically acquire, process, and analyze visual data in real-time. Just imagine the conversations your customers are going to have about their experience at your tech-savvy hotel. Delightful!

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