Process of surprising a customer by exceeding their expectations and thus creating a positive emotional reaction which is by and large the single most important aspect of any business today.
“Customer is the most important person on our premises. He is not an intruder onto our business. He is the purpose of it. We are not doing him a favour by serving him, instead he is doing us a favour by giving us an opportunity to do so” ……Mahatma Gandhi.
- Understanding a Customer / Moment of Truth
- Live and deliver every promise. “Under promise and over deliver”.
- Customer is the profit, everything else is overheads.
- Essential traits / qualities to create a customer delight organization
- Customer loyalty / retention programs
- Complaint / Conflict resolution
- Process reviews / performance reviews / Feed backs / Follow ups
- Let your customers sing praises of your brand.
- B2B and B2C Connecting people.
- The “Wow “effect understand market competition and customer options.
Win your customer or your neighbour will.