If you want to delight your customers , start with your employees . Employees who are passionate about the organization they work for and are happy to create a fun work environment are more likely to give the same passion to delighting customers . quality , service excellence , customer support , loyalty , rewards , social proof and emotional connection .
REFLECTIONS
Customer Delight : It Does Make A Difference !
By Fawzia Ali-Kimanthi
Mzee Moses Arap Kiplagat is our customer from Nandi in Rift Valley . He has been a customer for many years . On 20th April , first thing in the morning , he received a message from our Eldoret shop that told him , Happy Birthday Moses Arap Kiplagat . That message touched him greatly because it was the first one that day to wish him a happy birthday . He was turning 88 years old . He was so delighted he headed to the Eldoret shop to personally give thanks for being remembered . The message was personal . He was touched .
When I met him recently , he narrated to me about his visit to the shop . He confirms that he was received very well , and he was even taken to the manager ’ s office at the back . He was very happy . He took pictures with staff members and the pictures were shared with all staff in the company . A great customer delight moment .
As he retreated back home , he left us with two key messages . He was happy that his father kept his birth date accurately on the day he was born . He prayed for the team . We had made a lasting impression in his life .
An article on LinkedIn defines customer delight as the positive emotional response that customers have when you exceed their expectations and provide them with value added benefits . It is not just about satisfying their needs but also surprising them with unexpected perks , personalized attention and genuine care . Customer delight can result from various factors , such as product
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If you want to delight your customers , start with your employees . Employees who are passionate about the organization they work for and are happy to create a fun work environment are more likely to give the same passion to delighting customers . quality , service excellence , customer support , loyalty , rewards , social proof and emotional connection .
Why is customer delight so important ?
IMPACT , an inbound marketing firm , that helps businesses grow , put it quite well .
• It costs six to seven times more to acquire new customers than to retain an existing one ( quite staggering by any standard ).
• Delighted customers spend more . A study in this space indicates that 55 % of customers are willing to pay more if this guarantees a better experience .
• Happy customers refer other customers to the business ; they become your biggest promoters .
• Customer will know that you care . They feel appreciated .
• Focusing on customer delight helps to highlight customers likely to churn long before they do ; and proactively respond to keep them .
• It sets us apart from competition .
• Grows loyalty and brand affinity .
Possible strategies to be deployed to delight our customers
1 ). Start with your employees : Employees who are passionate about the organization they work for and are happy to create a fun work environment are more likely to give the same passion to delighting customers .
• Create a culture of delight and make it a core value . At Safaricom , customer obsession is a pillar of leadership alongside purpose , collaboration and innovation .
• ‘ Explain the why ’, the benefit of creating great experiences for our customers .
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