Quelle Surprise! Customer Delight In Chamonix!


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Just back froChamonix2m a wonderful week’s snowboarding in Chamonix, France and I came back a ‘delighted customer’!!! Yes, we had snow, yes we had sunshine, and yes we even had a few beers! But the thing that ‘wowed’ me was the customer experience from the people on the ski lifts – they were wonderful! They smiled, they helped and they ‘engaged’ with their customers!

Now, you’re probably saying ‘big deal’, that’s what they should do – I agree, but I didn’t expect them to! The last time I was there – some 10 years ago, we were on the receiving end of lots of grumpy. ambivalent and unhelpful staff. As a result, we perhaps went with low expectations. (Think Ryanair!)

The result of their warmth and helpfulness was that they exceeded my expectations and that’s customer delight!

It’s yet another example of doing simple things to create ‘customer delight’.  The 6 things our research has identified as ingredients of customer delight are….

  • 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’!

It looks as if some had been on training courses – perhaps there’s a ‘Monsieur Andre Hanselman’ out there doing the training on ‘client enchanter’! Seriously, there does appear to be concerted effort with signs reinforcing this and telling us what we could expect from the team (see above) – it certainly raises the bar! What was impressive was that it didn’t appear to be a ‘one off’ – they did it consistently, and that creates ‘Devoted customers’. And you know what Devoted Customers do – they tell other people and come back! Think that’s what we’ll be doing!

You can click here to download a free eBook ‘Customer Delight As Competitive Advantage’. It explores the ingredients of customer delight and how you can make them work for you in your business.

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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