Are you Pleasing or DELIGHTING your customers?


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The J. D. Power 2012 Customer Service Champions report identifies key practices of brands that provide exceptional service.

  1. Hiring the Right People and Empowering them with the Best Processes
  2. Employees given Ability and Authority to make Judgment Calls to Resolve Customer Issues
  3. Understand Customer Differences to offer the Right Products through the Right Channels
  4. Consistency in Branding and Delivery of the Service Experience, particularly across channels & customer touch points

The study also reveals dramatic information about the impact of customer service on repurchase intentions:

JD Power Repurchase Inention graphic

Note that in most industries the difference in repurchase rates with customers who were simply please vs. customers who were delighted is HUGE. There is a double digit increase in repurchase rate between these two categories.

Are you simply pleasing your customers or delighting them? What are you doing to train customer service staff to bridge the gap between pleased and delighted?

To download this exceptional report follow this link:

Republished with author's permission from original post.

Teresa Allen
Teresa Allen is a nationally recognized customer service speaker and customer service author. Allen is owner of Common Sense Solutions, a national training and consulting firm focused on bringing common sense to business and life. Allen is author of Common Sense Service: Close Encounters on the Front Lines and is co-author of The Service Path: Your Roadmap for Building Strong Customer Loyalty.


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