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5 Reasons You Think Customer Delight Is Not Your Forte
CloudCherry | Featured | July 16, 2014
Think back and try to recollect a place you truly loved. I know a few. They don’t exist any longer. But one thing is for sure – the reason they don’t exist has nothing to do with customer delight. Because every time I was there, I walked away with an unforgettable memory. They delighted me every single time.
Every time a business owner hears the word ‘Customer Delight’, their eyes light up. They love it. And let’s be honest – is there a single person in the customer service business who doesn’t want to delight their customers?
Today, satisfaction is passé. Most business owners seem to acknowledge and accept it. Delight is the hot new word. It’s the new normal. The new black. And everyone wants to have truly delighted customers. But dig a little deeper and the truth makes its way out. Business owners hate Customer Delight!
It took me a little while to understand this dichotomy but I think I’ve figured it out.
Fair enough. No one ever said it would be easy. And it’s true. Delighting someone takes a lot of effort, a lot of time and a lot of patience. It’s just as easy or hard as running your business. But if I look back at all those places that gave me delightful experiences, it seemed so effortless. Maybe it was because they made it part of their DNA. After a point, it just became a part of the way they do business.
And why is that? Because you’re going to lose them anyway? No matter what you try and do, customers are never going to be content. They are simply going to go next door the next time around. So why even bother, right?
Well, here’s why. Just because they don’t come back to you any time soon doesn’t mean that they never will. Delight them once and they’ll remember it forever. And even if they never ever come back, they’ve told as many people as they can about you – people who have visited you and continue to visit you. It’s a chain reaction. So pat yourself on the back for a job well done and don’t forget that it all started with that one customer you delighted all those days or months ago.
Well done, my friend! It’s good to know that you’re still in business, but just be prepared for that one day when a small little goof is going to put you back on square one. It’s going to happen. This is no premonition. It’s just the way it works. Remember, your business depends on so many variables that you have no control over. A pissed off waiter can take you out of business. A bad shipment of Calamari could put a lawsuit in your hands. Extreme, but it happens. And when it does, the ones that will stand by you are your delighted customers.
4. “Most of the time, I have no idea what they want!”
Well, there’s a solution to that. It’s a simple one. Ask. And listen. As a business owner or a manager or a staff member, there’s nothing wrong in asking your customers how it’s going. If there’s something wrong, they’ll tell you. And if you’ve done something right, they’ll tell you as well. Now all you need to do is act upon what they said and you’ve got yourself a delighted customer.
If you’re so busy that you don’t have time for your customers, you must be doing really well for yourself. And all credit to you for doing something right. But remember, you haven’t delighted everyone. What do your ratings look like on popular review sites? Take a look. If there’s even a single rating below average, you know where you stand.
And delighting your customers doesn’t need to be time consuming. A smile when they enter. A waiter helping the lady of the table with her chair. Inquiring about their meal. And if something goes wrong, just taking a second to say ‘sorry, let me fix that’. And actually fixing it. That’s all it takes. Delighted customer? Yes. And it’s going to fill up that tip box like crazy.
If you haven’t bothered with customer delight so far, it’s not too late yet. It’s not as hard as you think, and it’s going to make your business the one place your customers can’t live without.
DELIVER A GREAT CUSTOMER EXPERIENCE!