I had a very pleasant evening staying with friends in Cheltenham last night and part of that pleasure was hearing all about my Godson Sam’s progress at school (and on the football pitch, cricket pitch and tennis courts!).
He very proudly showed me a postcard that had been sent to him at home by his teacher Mr Taylor for a great performance in class! It was clear that his mum and dad were very pleased too!
It’s a great example of ‘customer delight’! Yes, even schools can do it! It’s a lovely touch, and a great example showing that a simple, personalised responses can go a long, long way to touch a ‘customer’ and make them feel valued.
Although it’s not a ‘commercial example’, I do think it demonstrates all 6 things our research has identified as ingredients of customer delight….
- It produces a wow reaction!
- It appears spontaneous or unexpected!
- It’s the personal touch!
- It makes the customer feel valued!
- It’s genuine… and…
- It creates a ‘talking point’!
The result also demonstrated the benefits of customer delight:
- It certainly made Sam as a ‘customer’ feel valued!
- It created a talking point – He was quick to show it to me with pride
- It also had a real positive impact on his mum and dad, Robin and Britta (they were very proud too!)
So, what could you do to ‘delight’ your customers? Why not think about those ingredients and work out how you could make them work for the way you interact with your customers
You could start by considering these questions. When it comes to your customers….
- How good are you and your people at ‘personalising’ the experience and doing it genuinely?
- What do you do to help, support and encourage them to do it?
- What could you do to make your customers feel ‘valued’?
For a more in-depth insight of Customer Delight, you may want to download my free e-book Customer Delight As Competitive Advantage – 44 pages to help you make this stuff work in your business.
