Which company does not want to stand out in this competitive market? So for this we need to move from customer satisfaction to customer delight.
It helps as:-
- More cost effective in retention of old customers than acquiring new customers.
- Your customers have more opportunities for word of mouth for you due to social media.
- With this we can create and sustain our growth path.
Every logistics company wants to build a solid base of customers with the personalized experience they give. This leads to customer satisfaction but what is far more effective is delighting your customers.
To understand this, we need to clearly understand the true meaning of Customer Delight and Customer Satisfaction.
Customer delight is exceeding the nominal customer expectations and converting that satisfaction into delight by little more genuine and personalized efforts.
Customer satisfaction tells us how happy or unhappy our customers are with our product or services and we can measure these by reviews, feedback ratings and surveys.
How to achieve Delight over Satisfaction
Here are a few ways that tell us how to achieve customer delight as well as how to create customer satisfaction, and successfully switch from satisfaction to delighting the customers
- Personalization makes your customers feel special. If they feel you genuinely care about them, they’ll have a greater bond. Always listen and understand what the customer wants. For this, we should have regular conversations with our customers and work upon those feedbacks. Keep a track of your customer’s behavior so that you can address their concerns timely.
- Customer segmentation  is a great way to scale your customer success efforts and accurately track accounts of the same business type, and size. It can also be used as a learning tool. The experience of one customer can become the unexpected value of another.
- Empower your team members  to do what they do best: delight the customer. Your customer-facing teams have more knowledge of your customers’ wants and needs than anyone else at your company.
Here are a few other ways to empower your team to delight customers:
- Value your team perspective –  Your team can predict better than anyone how customers will feel about changes to your product or services. So before you make any changes, consult with your customer-facing teams. You’ll show your team that you value their perspective, against potential problems with customers.
- Decision-making – When it makes sense, involve members of your team in decision making. Involving team members gives you more time to work on other things and let’s team level up their skills.
- Team Work – Instead of idealizing the lone ranger type of worker, encourage teamwork. The more communication you have with your team, the more delightful the experience will be for your customers.
AAJ Supply Chain Management