Delight occurs when service exceeds expectations consistently. Also, delighting your customers can become your competitive advantage. One of the challenges in every business is to make a competitive advantage which can not be copied by your competitors. They will be able to copy your products, services and may be pricing too but the only thing which they can’t copy is the experience you give to your customers while conducting business with them. Therefore, it is very essential that businesses start paying more attention to satisfy customers with the good experience. It does make sense to focus on delighting and keeping your customers intact.

1. THE ART OF
CUSTOMER
DELIGHT
P R I YA N K A S H A H I | J U N E 2 0 1 7

2. AGENDA
 Customer Experience
 Customer Delight
 7 Ways to DelightYour Customers

3. CUSTOMER EXPERIENCE
• To provide great customer experience, companies need to work on a number of aspects and
strategically plan, design and deliver.
• Each and every customer differ and this is the reason why there can not be ‘one size fits all’
approach to provide exceptional customer experience.
• The experience which a company would provide to its existing and new customers is very
hard to copy by its competitors in the market.
• So make sure customer experience provided is unique to your knowledge of your customers.

4. CUSTOMER DELIGHT
• Delight occurs when service exceeds expectations consistently.Also, delighting your customers
can become your competitive advantage.
• One of the challenges in every business is to make a competitive advantage which can not be
copied by your competitors.
• They will be able to copy your products, services and may be pricing too but the only thing
which they can’t copy is the experience you give to your customers while conducting business
with them.
• Therefore, it is very essential that businesses start paying more attention to satisfy customers
with the good experience.

5. 7 WAYS TO DELIGHT YOUR
CUSTOMERS
1) Unleash the unexpected
➢ The regular perks like pen/pencil set with your company logo, a key chain at Christmas are good
enough to offer to your customers but people will take them and forget them immediately
➢ Companies need to look for something more original.
➢ It does not really have to be expensive: funny magnet or artful post cards/frame will work wonders.
➢ The more personalize it is, the better the customer experience.

6. CONT.
2) Find the ‘wow’ factor
➢ Delighting your customers is all about finding the ‘wow’ factor.
➢ There is a need for company to have brainstorm sessions for staffs in order to come up with the
ideas about what an outstanding experience would look like.
➢ Company needs to know what exactly do customers expect from your business, what they actually
end up getting and where the gaps occur.
➢ Steps should be taken to work on improving these gaps and produce a ‘wow’ factor successfully.

7. CONT.
3) Thank your customers
➢ Its always a good idea to appreciate your customers.
➢ Its important to take some time out in order to thank your customers for doing business with you.
➢ For higher value products or services, send a ‘’Thank you’’ note, preferably within two days of
closing deal.
➢ A hand-written note always leaves a good impression, but if you do not want to use old method
then a simple email can do the job too.

8. CONT.
4) Continually ensure your customers value what you offer
➢ Customers do need to know your product/service value provided to them.
➢ To do so, make it a practice to ask yourselves why customers should do business with you over
other competitors.
➢ What is genuinely inimitable about your product or services? What problems do you solve, or
goals do you help them achieve?
➢ Once company is able to find answers to all these kind of questions then a strategic plan based on
this could be made.

9. CONT.
5) Listen to what they say about themselves
➢ Make sure you give your customer an opportunity to share information with you.
➢ Save that information and do something positive with it.
➢ If you had asked people to fill out a form or otherwise tell you more, then follow-up right away by
addressing something personal they shared.
➢ It is very important that you make small efforts to understand your customers and learn about facts
which are important to them.

10. CONT.
6) Keep your customers informed
➢ Customers don’t like to be kept under wrong impression & that’s why it’s important that company
keep customers informed anytime they do business with you – especially if promises to deliver any
product/service can not be met.
➢ If there is going to be delay then immediately contact customers and let them know of the
inconvenience.
➢ Try to compensate in some way by providing some extra product or services.
➢ Even if there is no problem, customers liked that they are being kept up-to-date.

11. CONT.
7) Under promise and over delivery
➢ If you quote a 7-days delivery and the time has been met.
➢ Customers will only get what they expected but nothing more.
➢ What if you quoted a 10-days delivery, and goods arrive in 8-days then a representative from your
office can let your customers know of early delivery.
➢ In this case, customer will get more than what they expected and their perception of your service
goes up.

12. THANK YOU!