The document provides 5 tips for ensuring customer delight: 1) Focus on providing a great experience to existing customers; 2) Identify customers' upcoming needs and problems; 3) Employ an effective feedback mechanism to understand customer opinions; 4) Identify "detractors" who had poor experiences and work to improve their experience; 5) Research alternatives that customers may consider to ensure your brand retains customers. The overall message is that exceeding customer expectations, understanding customer needs, and addressing issues proactively are key to achieving customer delight.

1. 5 Tips to
Ensure
Customer
Delight
Learning with Zonka Feedback

2. Customer Experience drives the success of any business. To provide a good experience to the
customers, you need to fulfill demands of your customers and serve them in the best possible way.
But will merely serving the demands of the customers do all that is required to make the customers
satisfied enough to choose your brand every time? Shouldn't you think of doing something which
enhances their satisfaction and reach the level of Customer Delight!
Customer Delight is all about surprising your customers by doing more than what customer
expected from you thereby creating a positive emotional reaction. Only meeting the needs of the
customers will not take you to the heights of success. For this, you need to take a step ahead and
exceed your customers' expectations.
EBOOK: 5 TIPS TO ENSURE CUSTOMER DELIGHT
Introduction to Customer Delight

3. Why Customer Delight is so important?
EBOOK: 5 TIPS TO ENSURE CUSTOMER DELIGHT
Depending on which study you believe, and what
industry you're in, acquiring a new customer is
anywhere from five to 25 times more expensive than
retaining an existing one.
Harvard Business Review

4. FOCUS
Focus on providing great experience to existing customers
BUILD
Build an effective Feedback mechanism
IDENTIFY
Identify customers' upcoming needs & problems
WORK
Work on the feedback, identify your detractors
RESEARCH
Research on alternatives to your hand
5 Tips to Ensure Customer Delight
EBOOK: 5 TIPS TO ENSURE CUSTOMER DELIGHT

5. 1. Focus on providing great
experience to existing
customers
If you are not able to satisfy your existing customers,
how will you attract new customers into your business?
Always work to enhance Customer Satisfaction of those
who already trust your brand. They will be able to
provide real insights of your business and the delighted
existing customers will be more loyal in terms of
attracting other customers also.
EBOOK: 5 TIPS TO ENSURE CUSTOMER DELIGHT

6. 2. Identify
Customers' upcoming
needs and problems
This is the most important and effective
way to ensure Customer Delight. Before
the customers approach you, it is even
better to identify their needs and
expectations and reach them to satisfy
them. You need to observe and listen to
the unmet needs of the customers, resolve
the unresolved issues of the customers
and exceed their expectations.
EBOOK: 5 TIPS TO ENSURE CUSTOMER DELIGHT

7. 3. Employ an effective Feedback
mechanism
Customer Feedback is crucial for any business to know
what customers feel about the brand. And when we talk
about ensuring Customer Delight, it becomes even more
important to capture Customer Feedback in order to
identify their problems and upcoming requirements.
You should employ an effective feedback tool to hear the
voice of the customers. With a good Customer Feedback
Software, you can easily seek active feedback from your
customers and know what they exactly want and how you
can exceed their expectations and make them feel
delighted.
EBOOK: 5 TIPS TO ENSURE CUSTOMER DELIGHT

8. Detractors are the unhappy and unsatisfied customers who give a
very bad rating to your brand on the basis of their overall
Customer Experience with your organization.
With the help of Customer Feedback, you must identify your
detractors, analyze their issues which took them into the list of
detractors and then work on them to improve their experience.
4. Identify your detractors and work
on your feedback
EBOOK: 5 TIPS TO ENSURE CUSTOMER DELIGHT

9. 5. Research on alternatives to
your brand
Try to do a good market research on the alternatives
customers may choose to go to, if in case not satisfied
with your products or services. You can also ask your
customers in the survey about the other alternatives
they would like to choose in case of unavailability of a
service with you.
This will help you know your competitors and try to
find what they are doing better. This will enable you to
retain your customers.
EBOOK: 5 TIPS TO ENSURE CUSTOMER DELIGHT

10. Contact Us
PHONE NUMBER
+91-9999849771
+1 646 846-6000
+44 2033 896000
EMAIL ADDRESS
hello@zonkafeedback.com
WEBSITE
www.zonkafeedback.com
EBOOK: 5 TIPS TO ENSURE CUSTOMER DELIGHT