This document discusses customer delight and satisfaction. It defines customer delight as exceeding customer expectations and identifies five types of customer expectations ranging from basic to unbelievable. It emphasizes understanding customers, including who they are, what they want and need, and why they like or dislike the company. Customer satisfaction is determined by comparing perceived service to expected service, with higher satisfaction resulting from better than expected service. The document provides examples of how one company strives to meet or exceed customer expectations to increase satisfaction and loyalty through surveys and improvement efforts.

1. CUSTOMER DELIGHT

2. Agenda
Introduction
Types
Customer satisfaction
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3. What is customer delight?
When you create
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4. Types
Criminal
Basic
Expected
Desirable
Unbelievable
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5. Opportunities For Customer Delight
What happens when you first interact
with a customer?
What occurs to build a relationship?
 Do you spend more to get new
customers than on enhancing the
relationship with current customers?
 What makes you unique?
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6. So?
To be able to keep your customers and keep
them satisfied, you have to know them
Who they are?
What do they want?
What do they need? (But not necessarily
want, yet.)
Why do they like you?
Is there something they don’t like about
you?
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7. What determines Customer Satisfaction
Customer
Satisfaction
Perceived
Service
Expected
Service
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8. Levels of Customer Satisfaction
Perceived
Service
Expected
Service
Customer
Satisfaction
Much Better than expected
As expected
Worse/Different than expected
Delighted *
Satisfied
Dissatisfied
Loyal
Vulnerable
Walk & Talk
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9. For Fabfurnish, Customer is the King
We strive to understand their expectations from day 1
We understand the areas of real value for the customer
We work towards meeting or exceeding those expectations
We conduct Customer Satisfaction Surveys to understand their perception
We utilize this feedback to take the necessary corrective actions and improve
service
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10. Strategy to achieve higher customer satisfaction
Perform Customer Expectation Survey (CES)
Identify top 3 priorities of the customer
Priorities should be in terms of soft expectations apart from the contractual
commitment
As a normal practice, delivery is based on the contract specifications
All Contract and Service Level Agreements are monitored and tracked
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11. Points to ponder on …
1. The Customer will never be wrong.
2. If the Customer is found to be wrong,
it must be that I have seen it wrongly.
3. If I have not seen it wrongly,
it must be my fault that the Customer is wrong.
4. If the Customer is wrong and he does not admit it,
then I must be wrong.
5. If the Customer does not admit that he is wrong
and I insist that he is wrong, then I am wrong.
6. No matter what, the customer will never be wrong, this statement will
never be wrong.
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12. Thank you
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