Why Should I Delight my Customers?

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Customer Service is what almost every forward-thinking institution/brand renders to their clients at their various contact points – the smile, the courtesy, respect, empathy and all the other Customer Service nitty-gritty.

However Delightful Customer service is achieved when the service received by the Customer exceeds his/her anticipated response from the company/service rep. it could be the really enthusiastic service rep who went the extra mile, or a surprise gift card, or coffee for Customers waiting for one service or the other, there are a lot of avenues to delight Customers.

Delightful service is fast becoming the new differentiating factor that sets apart one brand from the other in the highly competitive business environment, especially when the competitors are rendering very similar services – This means that Companies are actively seeking out opportunities to delight their Customers because they’re beginning to see that…

#1. Delighted Customers Are Loyal Customers

When a Customer experiences delightful Customer service from a particular brand/company, it creates a pleasant memory (and they are hard to forget), this astronomically increases the Customer’s likelihood of doing a repeat business, when this is coupled consistently with a great Customer service culture, that Customer isn’t going anywhere in hurry.

Delightful Customer Service → Positive Customer Experience → Great Customer Perception

A delighted Customer will typically share his experience with 2 – 4 people, and will share the experience with more if asked about anything related to the Service the company renders or the company itself.

When you consider that 92% of people consider word of mouth to be more reliable than any type of advertisement, you realize that the delighted Customer is also a credible medium to sell your brand.

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#2. Delighted Customers Are Really Profitable

A delighted Customer is most likely to spend more with less hassle, unlike the average satisfied Customer. I found out that people are more likely to spend more in places where they feel happy or have happy memories (think I’m bluffing? Ask Walt Disney).

There are so many additional reasons why companies should delight their Customers, but you must ensure it is done in the most resourceful way possible, to guarantee fairness and profitability.

I would love to read your opinion as well, for what other reasons should companies delight their Customers?

 

 

Kelechi Okeke
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