Category: Customer Delight

Satisfying customers is no longer enough – customers now need to be delighted

  • The customer experience formula is sooo simple

    No rocket science, complicated algorithms or the need for a spreadsheet here is the formula for what customer experience really is:

    R – E = CE

    Reality – Expectations = Customer Experience

    If you can make reality exceed expectations you have a positive customer experience

  • 8 things your business must do to meet customer expectations in this decade

    As the demands of beating customer’s expectations are getting greater your business will need to adapt or risk dying. These are the trends you will need to follow:

    1. Global competition will drive up service standards. Compete or get beat.
    2. Maintain service standards in the face of “the need for
      speed”
    3. Learn to use the increased transparency brought by social media to
      your advantage
    4. Use new sources and types of data to rethink the way you track and
      personalise your service
    5. Good employees WILL remain fundamental to good service but with technology as an enabler
    6. More firms will outsource aspects of customer service to new kinds of specialists
    7. The rise of the mass affluent and other customer segments will force companies to find new product or service niches
    8. Customer expectations, including the purpose of the store, are evolving with new technology

    Want to know more then go here

  • Why making your customers read small print is bad customer service

    A great opportunity here for all you customer service revolutionaries.

    An article that appeared in the Harvard Business Review (6/07) titled “Companies and the Customers Who Hate Them,” talked about how companies need to create less company-centric and more customer-centric policies. If customer satisfaction creates loyalty, and loyalty produces profit, then why do so many companies infuriate their customers with contracts, hidden fees, fine print, and unnecessary penalties? The article’s authors suggest it is because companies have found that confused and ill-informed customers can be the most profitable.

    Financial services, insurance products and phone companies are classic examples of where this ethos is alive and kicking.

    In our own industry (residential letting and property management) ‘find’ print is rife – the industry thrives on it – each piece of small print is seen as another opportunity to fleece their clients.

    Get rid of small print, hidden fees, restrictions,  contracts that are difficult to terminate and watch your customer’s satisfaction and retention rocket!