If you want to create an inbound experience that truly delights , don ’ t be a dictionary - instead , provide a real , warm , personalized , human interaction that respects your user ’ s time and leaves them happy , satisfied , and educated . clients are being delighted .
RAINMAKERS
Delighting Clients Is Central To The Future Of Any Firm
By Dr . Clifford Ferguson
Delighted clients support you , buy from you , stick with you through thick and thin , are waiting eagerly for your next offering . They tell their friends and colleagues about the wonderful things you do . They act as positive information radiators , they are the core of your client base .
If you ’ re not delighting clients , it means you are going to have to work harder for your current clients to stay . Merely satisfied or disgruntled clients are easily picked off by competitors . When clients are not delighted , they are not telling their friends and colleagues about the wonderful things you do .
The seven most important things to do are :
• Commit explicitly to delighting clients as your goal , not just pleasing or satisfying or serving people , or worse , merely delivering products and services .
• Decide who your clients are and keep a sharp focus on them .
• Work in teams that are focused specifically on delighting clients .
• Work in an iterative fashion : delight clients early and often .
• Explore multiple options , rather than sticking to the first thing you thought of .
• Listen , listen , listen .
• Give the teams a clear line of sight as to whether and how
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If you want to create an inbound experience that truly delights , don ’ t be a dictionary - instead , provide a real , warm , personalized , human interaction that respects your user ’ s time and leaves them happy , satisfied , and educated . clients are being delighted .
This is a fundamentally new way of thinking about work . For most of the last hundred years , the object of a firm , or a project or work itself was seen as “ producing goods or services ”. You still see management books and experts saying that . This is about a fundamental re-conceptualization of the goal of work : The purpose of work is to delight clients .
How to Delight Your Customers
Solve ( potential and current ) customers ’ problems
The first - and perhaps , most important - thing your organization needs to do is solve the problems your potential and current 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 why they ’ re coming to you - so don ’ t leave them hanging . 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 .
This is how you ’ re going to convince them that you ’ re the solution for them - if you prove to prospects that you ’ re trustworthy and effective from the get-go , they ’ ll quickly understand the benefits of becoming one of your customers . Use free tools like chatbots and a knowledge base to address this customer segment without making a major financial or time investment .
Be timely
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 .
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