Paralympics London 2012: From Customer Delight To Customer Devotion!

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So the Paralympics 2012 are finally over and what a truly ‘remarkable’ experience it has been!

The result? Lots and lots of ‘Delighted’ and ‘Devoted’ customers with changed perceptions just like me.

From the amazing opening ceremony through the outstanding performances of a vast array of medal winners (and crucially, non medal winners too) to the spectacular closing show, EVERYONE involved consistently delivered experiences that ‘exceeded’ and then raised my and many others’ expectations.

So, what does it mean for business leaders? I believe there are some clear lessons for all businesses here.

Let’s look at it closer…

Start With Customer Delight – Exceed My Expectations……

OK, I’ll be honest, my expectations maybe weren’t as high as they should have been (my ignorance), and the preceeding Olympics had set a very high bar – Mo Farrah, Jessica Ennis, Andy Murray, Bradley Wiggins and The Arctic Monkeys to name but a few, had provided some outstanding moments.

The Paralymics Opening Ceremony certainly ‘Delighted’ me – it exceeded my expectations. We then got off to a good start with brilliant performances from the likes of Ellie Simmonds and Sarah Storey who again exceeded expectations – They ‘delivered’ and the result was I was ‘hooked’. (‘Delighted’ customers do come back for more).

However, as a result of the ‘outstanding’ performances, as I was coming back for more, I watched with higher expectations…

From ‘Delighted’ To ‘Devoted’…..

I watched with anticipation with those higher expectations and still they ‘delivered’: Josie Pearson, Hannah Cockcroft, Sophie Christianson, David Weir, Johnnie Peacock (to name but a few) ‘delivered’, and some did it over and over again – think Ellie, David and Sarah.

The result of all this? I became a ‘Devoted’ customer – someone with high expectations who gets a consistently great experience.

The closing spectacular ‘did the job’ to reinforce this (I’ve got hugely high expectations by now!) and Lord Coe’s words seemed to hit the mark nicely….

“In this country, we will never think of sport the same way and we will never think of disability the same way. So yes, the Paralympians have lifted the cloud of limitation”

The Paralympics have engaged me, excited me, challenged me and have educated me – they’ve changed my perception… and that has to be a good thing.

What do you need to do to create ‘Delighted’ and ‘Devoted’ customers in your business?

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