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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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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