WHY DELIGHTING CUSTOMER?
The perspective that why delighting the customer is refers that it is the mostfactor to be cosider. A delighted customer can remain loyal, can repeatedbuying, a good word of mouth. A delighted customer can increase the profitrate tents to over the life of it. A new acquired customer can cost five timesof a remained delighted customer.
Importance of customer delight
The most successful businesses have discovered a formula that goes beyondproduct and service. Their business is providing delight to their customers byunderstanding their specific personal interests, anticipating their needs,exceeding their expectations, and making every moment and aspect of therelationship a pleasant or better yet, an exhilarating experience. These days, it takes a lot more than satisfaction to stand out from the packand keep clients/customers eagerly coming back for more.A retailer in Raleigh, North Carolina understands the relationship betweenenjoyment and achievement. Talking to him, you can see that he enjoyswhat he does. He attributes his success to an incessant focus on the value of customer service. "Customers are our best friends. They are always right. You have to try to exceed their expectations. Its really fun to try." Amongother things, he sends fruit baskets to customers who buy big systems. Sincehe founded his company in 1978, he has never had a down year. Sales wereup 25% in 1995 and another 34% in 1996. His profits are strong too.
How to keep customer delight?
When it comes to marketing, the ultimate target of every company is todelight the customer. The basic reason is to stay in the market and earnprofit as well. Companies can earn profit and can stay in the market bysatisfying customer needs and also by delighting them. The customer can bemore loyal to the company products just by the fulfilment of the expectationsby the customers. So that, companies apply such tools and comprehensivesto delighiting the customers. The tools are defined as follows:
Complaint and suggestion systems:
companies create suchsystems that the customer can evaluate the company products andgive the feedback. Not only the positive feedback but the negative too. The companies are also looking for the better suggessions by thecustomers if any of interested.