Upgrade Customer Satisfaction to Customer Delight with These Tips
Customer satisfaction is probably at the top of the mind for many business owners and executives. Going that extra mile and delight your customer requires you to understand their needs and anticipate how you can best help them. Existing and past customers can also be a great resource of insight to improve customer experiences. Solving a customer’s problem before they realize they have one is perhaps the most effective way of delivering an unexpected positive impression.
Best Practices for Customer Delight
Customers nowadays can switch who they do business with in an instant. This is why it is important to create moments of customer delight whenever possible. Surpassing expectations rather than just servicing a customer will bring a lot of positive coverage for any brand.
There are several ways you can generate customer delight:
Leverage Customer Segmentation
Segmentation is a handy process of categorizing your customers into groups based on particular criteria. With good organization, it will allow you to scale your customer-related effort and accurately track accounts of the same business type, size or need.
This is also a great learning tool. The experience of one customer can become the unexpected value of another. For example, recognizing low usage of a particular feature can prompt you to increase your outreach and provide educational material to the group that is using it the least.
Hear the Voice of the Customer
By having a system in place that collects and analyses customer feedback can provide vital insight into the customer experience. Customers are more likely to remain loyal when they feel like the brand takes into account their opinion and suggestions.
Responding quickly to customer feedback and making changes based on their suggestions is a great way of impressing your customers and moving beyond simple satisfaction.
Have a Customer Information Flow
Once a customer contacted you, they should not have to repeat their issues or information whenever they get directed to another department or customer representatives. By collecting timely customer data and moving it across relevant channels, you can surround the customer with personalized service. At every point in time when a customer engages with a representative, they will have a pleasant experience when their needs are instantly understood.
Personal, Proactive Messaging
Tracking customer behaviour is critical to creating a personalized messaging strategy around the customer’s current status. This aligns with your product plan and prepares the customer for the next phase of their journey. Providing customers with that personal touch in your communication can be a great way to generate customer delight.