would be fish in the sea. our children were startled.” “i think it should be explained in the brochure that the local store does not sell proper biscuits like custard creams or ginger nuts” “it’s lazy of the local shopkeepers to close in the afternoons. i often want to buy things in ’siesta’ time. it should be banned”
• ringing at 4.45pm and getting an answerphone • receiving a letter that says „dear sir/madam‟ from a personal business advisor! • being told „everything is on hold because we‟ve got our quality assessment coming up‟ • being passed to 4 different people when enquiring about customer care training! • being asked „can you call back next week - there‟s no one here today‟ • the website that has the „latest news‟ 6 months old! some examples…
- it‟s the personal touch - makes customers feel valued - is memorable - creates a talking point - is „dramatically different‟ the ingredients of „customer delight‟
TIMES more likely to plan on repurchasing than merely satisfied clients” source: ipsos loyalty report: the role of customer delight in achieving customer loyalty
understand all the customer‟s needs Present a solution for the customer to take home today Listen for and resolve any issues or concerns End with a fond farewell and an invitation to return
all the way Apathy is encouraged Never bother to try and make them smile Approach them with indifference Infer it‟s them who are the problem Remember, we‟re right behind you to help you do this