Customer delight Dr. E. J Sarma  Head HCM – Global
How to Delight our Customers (10 Thoughts) <ul><li>Thebest service oriented  employees  do these very well </li></ul>Saama...
What  ticks you and me ticks one other as well <ul><li>Think When were you were  delighted as a customer? How often some o...
Customer Delight  Saama-Confidential Page  Sunday, August 22, 2010 Exceeding customers’ expectation is delighting customer...
Customer delight isn't necessarily about &quot;more&quot; customer service <ul><li>Customer service is what we do to  cust...
The Service-Profit Chain : Saama-Confidential Page  Sunday, August 22, 2010 Good Service – Satisfied Customers –better bra...
Quantify customer delight in monetary terms  <ul><li>Delight makes repeat business and new business  easily possible. </li...
Challenge everyone  to get involved  <ul><li>customer delight  must be  a way of life  for everyone in  Saama </li></ul><u...
4.     Be customer champions  <ul><li>it is hard to focus on the customer delight  </li></ul><ul><li>if it was easy, we'd ...
Define delight factor  <ul><li>Truth is every touch point with customer can be a &quot;point of delight“  </li></ul>Saama-...
Don't leave room for compromise  <ul><li>As a customer, we  don't like our  wine to be watered down.  </li></ul><ul><li>It...
7.     <ul><li>Remember a mere soap is not sold as soap, </li></ul><ul><li>different brands have USP AND CONSUMER loyalty ...
8.     Dismiss orthodoxies  <ul><li>Creating delight is about breaking away from the pack, and simply doing something diff...
Get the customer involved  <ul><li>Customers have a pretty good idea what they like and dislike when confronted with it.  ...
Engagement counts  <ul><li>Be Mentally and emotionally engaged . </li></ul><ul><ul><li>Do whatever it takes to delight the...
What to believe in  <ul><li>Remember that what ever may be the  role, believe and behave like  an expert  </li></ul><ul><l...
Saama customer delight index <ul><li>We now have a process to measure how each one is contributing to customer delight in ...
Tips for Good Customer Service  <ul><li>Identify & anticipate needs – Customers don’t just buy products/service; they buy ...
Saama-Confidential Page  Sunday, August 22, 2010 Here is what we learnt; Customer delight is different from customer satis...
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How to excite the buying expereince - Customer delight

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If you want to remain in business only way is to be customer centered . Everyone in your company who is impacting interacting with the customer must be sensitive and have to be given massive training in dealing with customer .
I am reminded of story of an old loyal employee who sits in the entry gate of electronic factory after his retirement;
Any visitor to the factory is greeted and offered a new pair of shoes to enter factory by him . When visitor returns after tour of facility ,his old shoe is kept well polished, socks pressed and presented with a rose on a silver plate. The thrilled visitor who could not believe his eyes asks "why are you doing this.?" Back comes the reply. I owe this to my employer who fed me for 40 years. I am retired and only way I can pay back is by delighting the customer this way.

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  • In fact, while 80% in a company believe that they deliver superior customer service, only 8% of the customers agree. In spite of all the seminars, books, conferences ,I love the customer&amp;quot; buttons, something is always missing . We just do not have very many excited  customers unless there is huger to excite
  • when we think of Customer Delight, most people start talking about excellent customer service. While this nicely fits the illusion of catchy slogan, it also completely misses the point. One may be related to the other, yet more delight doesn&apos;t always mean more service it&apos;s about giving the level of service that impacts the customer’s business positively repeatedly
  • Xerox found that its “totally satisfied” customers were six times more likely to repurchase Xerox products during the following eighteen months than its “merely satisfied” customers were. “ Totally satisfied” ranks only two scale points higher than “merely satisfied,” although it earns six times more loyalty. strive for 100 percent, or total, customer satisfaction and delight to achieve the kind of loyalty we desire.
  • customer service can be responsibility of one department , but customer delight must be flowing out of everyone ‘s adrenaline Then only every one actually goes out and sets the example by delighting customers without any hesitation What is the measurement ? --Our BI brand is rocking and evokes TOP of the mind response with every customer We all have to walk the talk and customers do feel that we can really enhance their enterprise IQ We all really added bottom line impact through world class BI solutions This is far from executing tasks and getting paid by the hour
  • Did anyone got out of bed in the morning looking forward to &amp;quot;another day of upsetting customers&amp;quot;.  The formula is If you define it well , you will get it right. To define well one has to know what it takes and means to be BI company 
  • Lux does not sell soaps they sell hope hope-- of becoming beautiful to all woman . If we are to delight our customers We need to deliver on solutions that solve anticipated problems one shade or notch above competition. That extra bit brings delight
  • We know - in our hearts - how things should be working, and we can see where business gets in the way.   As a customer, they don&apos;t care about our processes or constraints, They just want things the way they want them.  And as I&apos;m the customer, that means I&apos;m right.  Right?  
  • Let me conclude with a remarkable story I went to japan for an industrial tour, reached a T V factory’s gate.there was this old Japanese in front fo the gate. He politely asked for my shoes an socks to be removed. I removed my shoes and the socks they had holes . he bows three times and tells me that the shoes are safe and I will get back when I come back.i finish the tour and after 5 hours when I return there he is. The shoes well polished, and new apir of socks on a plate with arose. I just could not believe my eyes. After I wore the shoes I asked the Japanese out of curiosity, how much the company pays for this service. He said sir, I have retired . And don’t expect to get paid. Then why are you doing this I asked. He said that in japan company does not retire us. We choose tor etire Secondly the company has paid me salary for last 40 years. When I felt that iam not giving my best , I retired, yet I wanted to give back to the company that took care of me. So I requested the company theta I will delight every one who comes here my own way till I die. They agreed . And here iam please sign this for having received the shoes. There were tears in my eyes.
  • How to excite the buying expereince - Customer delight

    1. 1. Customer delight Dr. E. J Sarma Head HCM – Global
    2. 2. How to Delight our Customers (10 Thoughts) <ul><li>Thebest service oriented employees do these very well </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    3. 3. What ticks you and me ticks one other as well <ul><li>Think When were you were delighted as a customer? How often some one wowed us through that extra bit ? </li></ul><ul><li>Think of the employee who delighted you and what did he or she do to delight you ? </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    4. 4. Customer Delight Saama-Confidential Page Sunday, August 22, 2010 Exceeding customers’ expectation is delighting customers The customer reacts with a “wow” in return for the product/service Every interaction with the customer has an opportunity to create delight The challenge is to consistently maintain the delight factor
    5. 5. Customer delight isn't necessarily about &quot;more&quot; customer service <ul><li>Customer service is what we do to customers </li></ul><ul><li>Customer delight is what the customer feels when they have been delivered with .service </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    6. 6. The Service-Profit Chain : Saama-Confidential Page Sunday, August 22, 2010 Good Service – Satisfied Customers –better branding--Higher Sales -High Revenue/ More profits- Higher Incentives/Bonus to Employees Service-oriented employees
    7. 7. Quantify customer delight in monetary terms <ul><li>Delight makes repeat business and new business easily possible. </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    8. 8. Challenge everyone to get involved <ul><li>customer delight must be a way of life for everyone in Saama </li></ul><ul><li>  then every one actually goes out and sets the example by delighting customers without any hesitation </li></ul><ul><li>What is the measurement ? --Our BI brand is rocking. </li></ul><ul><li>Don’t we want to be the starbucks of BI world ? </li></ul><ul><li>  </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    9. 9. 4.     Be customer champions <ul><li>it is hard to focus on the customer delight </li></ul><ul><li>if it was easy, we'd all be doing it.  </li></ul><ul><li>That is why every one needs to be customer champions who, similar to the green, black and other belts of Six Sigma, spot opportunities for customer delight. </li></ul><ul><li>Even if one is doing an assignment it means keeping the eyes and ears wide open to spot opportunities to offer BI solutions. </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    10. 10. Define delight factor <ul><li>Truth is every touch point with customer can be a &quot;point of delight“ </li></ul>Saama-Confidential Page Sunday, August 22, 2010 Miss india-from pune
    11. 11. Don't leave room for compromise <ul><li>As a customer, we don't like our wine to be watered down.  </li></ul><ul><li>It either delights , or it doesn't.  </li></ul><ul><li>So every time we make an internal compromise , ask what the customer would think of it and if he wouldn't like it ... challenge it head on.   </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    12. 12. 7.     <ul><li>Remember a mere soap is not sold as soap, </li></ul><ul><li>different brands have USP AND CONSUMER loyalty is built not around the brand but the extent to which what is promised is fulfilled through the service delivered determines delight. </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    13. 13. 8.     Dismiss orthodoxies <ul><li>Creating delight is about breaking away from the pack, and simply doing something different, </li></ul><ul><li>This could be a good place to start.  </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    14. 14. Get the customer involved <ul><li>Customers have a pretty good idea what they like and dislike when confronted with it.  Take advantage of that.  You might learn something :-)  </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    15. 15. Engagement counts <ul><li>Be Mentally and emotionally engaged . </li></ul><ul><ul><li>Do whatever it takes to delight the customer </li></ul></ul><ul><ul><li>Be conscientious about the work </li></ul></ul><ul><ul><li>Comply with policies and procedures </li></ul></ul><ul><li>Fully engaged employees only are passionate about the work, </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    16. 16. What to believe in <ul><li>Remember that what ever may be the role, believe and behave like an expert </li></ul><ul><li>Believe that you are the best person to deliver it. </li></ul><ul><li>As we are all customers ourselves, every one of us is a specialist in the area of customer delight.  </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    17. 17. Saama customer delight index <ul><li>We now have a process to measure how each one is contributing to customer delight in Saama </li></ul><ul><li>We survey every customer side manager when ever an assignment gets over, </li></ul><ul><li>or the client side manager changes or </li></ul><ul><li>when you completed six months in same assignment. </li></ul><ul><li>The data collated will help us in establishing an index. We will share this information in future </li></ul><ul><li>Ideally we should be aiming at an index not less than 9 on 10 </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    18. 18. Tips for Good Customer Service <ul><li>Identify & anticipate needs – Customers don’t just buy products/service; they buy good feelings & solutions. </li></ul><ul><li>Make customers feel important & appreciated. </li></ul><ul><li>Avoid rushing or doing too many things at once . </li></ul><ul><li>Apologize when something goes wrong . </li></ul><ul><li>Service a little more than they expect. </li></ul><ul><li>Use positive verbal & body language. </li></ul><ul><li>add your own individual touch to the service level that is like icing on the cake </li></ul>Saama-Confidential Page Sunday, August 22, 2010
    19. 19. Saama-Confidential Page Sunday, August 22, 2010 Here is what we learnt; Customer delight is different from customer satisfaction. It is everyone’s responsibility Delight makes repeat business easy. Branding becomes strong Delighting flows from engaged employees’ adrenaline. It is not about serving it is all about gracefully serving like the japanese do

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