I really enjoyed presenting at the Syteline Users Conference in Birmingham today on Creating Remarkable Customer Experiences and thanks very much for those who contributed to the session.
For those that attended (and for those who didn’t for that matter!) you can download the slides here! Feel free to Download and Distribute them – and crucially, DO something with them!
We’ve produced a 44 page e-book on Customer Delight As Competitive Advantage and you can download it for FREE by simply clicking on the image on the left.
Just to remind you, the 3 iDeas we highlighted were..
– Be Easy To Buy From And Deal With!…
Customer expectations are constantly getting higher – they want things quicker, they want things easier, they want it now! 3D businesses are ‘easy to buy from and deal with’ and create seamless customer experiences – both online and offline, from enquiry through to invoicing and beyond! They work hard to identify and eliminate any ‘blockages’ in the customer experience and equip their people with the skills, knowledge and authority to give their customers what they need and want, and that even includes the accounts department!
– Create Delighted Customers!…
Creating Delighted Customers is all about exceeding their expectations. 3D businesses ‘surprise’ them with the level of service they provide and find ways to ‘go the extra mile’ for their customers and ‘wow’ them. Some of the ingredients of customer delight include it’s ‘spontaneous’ (or it appears spontaneous!), it’s the personal touch, it makes customers feel valued and it’s genuine! Doing this leads to raised customer expectations, and they work hard to move from ….
Deal With Disappointment!…
3D businesses build consistency into their approach to creating ‘remarkable’ customer experiences by establishing systems and processes to make this work. Crucially, they establish simple customer feedback processes and use the information to monitor it’s happening and to raise the bar! They involve everyone in the business and provide them with the skills and tools to help them to ‘deliver’ – it’s called ’empowerment’!
I mentioned our research into 3D businesses and highlighted that winning businesses Create Delighted And Devoted Customers is 3D Characteristic #3 in the 7 Characteristics of 3D Businesses (You can find out more about the 7 characteristics and download a FREE e-book here too!)
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