CUSTOMER

DELIGHT
 Introduction
AGENDA 1. Always Try to Do Better.
2. Anticipate Customer Needs
3. Deliver Beyond Customer Expectations
4. Be Consistent Across Channels
5. Continually Ensure Your customers
Value What you Offer
6. Eliminate Dissatisfaction (So You Can
Focus on Loyalty
7. Empathize with Customers
AGENDA 8. Empower your Employees
9. Focus on the Experiences That Matter
Most to Customers
10. Know Your Customers Top Issues
11. Help Customers Achieve Their Goals
12. If You Screw Up, Apologize – and
Mean It
13. Listen to your Customer
14. Listen to your Employee
 15. Make your customers feel valued
AGENDA 16. Embrace "Small Data"
17. Measurement isn’t About “The Number” .
18. Personalize Interactions Across Channels
and Touchpoints.
19. Respond Quickly.
20. Share Best Practices Across Internal
Groups and Silos.
21. Simplify Customer (in Fact, All)
Experiences
22. Educate Your Customers.
23. Think Multi-Channel, but Nail Mobile
First.
Conclusion
INTRODUCTION
• Customer delight refers to the state of
extreme satisfaction or happiness
experienced by customers as a result of
exceptional products, services, or
experiences provided by a company. It’s
planned, designed and mindfully
delivered. In our presentation we will
introduce for u 23 tips that helps you in
your path for “customer delight
ALWAYS TRY
TO DO
BETTER
WA LT D I S N E Y: “ J U S T D O Y O U R
BEST WORK, THEN TRY TO
TRUMP”.
ANTICIPATE CUSTOMER
NEEDS

• Collect data about you client to better understand

what they want and give it to them, and deliver
beyond customer expectation
BE CONSISTENT
ACROSS
CHANNELS

• Being consistent across

channels in customer
delight refers to delivering
a consistent and positive
customer experience
across various
communication channels
or touchpoints.
CONTINUALLY ENSURE YOUR
CUSTOMERS VALUE WHAT YOU
OFFER
Make sure that your business is unique by asking
yourself:
• 1-does my product matter to my customers?
• 2-can I solve my problem or help them to
achieve their goals ?
 ELIMINATE DISSATISFACTION

• Dissatisfaction equals inloyality.

• Eliminate it or fix it by
understanding your client and listen
to their feedback
EMPHASIZE WITH
CUSTOMERS

• Showing your customers you

actually care
EMPOWER
YOUR
EMPLOYEES

HAPPIER EMPLOYEES
R E A L LY D O M O R E This Photo by Unknown author is licensed under CC BY-SA-NC.

HAPPIER CUSTOMER
FOCUS ON THE EXPERIENCES
THAT MATTER MOST TO
CUSTOMERS

• Focusing on the most important interactions and

experiences for customers can help prioritize
spend and allocate resources effectively
throughout the end-to-end journey.
KNOW YOUR CUSTOMERS
TOP ISSUES
• Using data from various sources,
identify and address the top customer
issues, create a "One List" with the top
10, and take proactive steps to resolve
them.
HELP CUSTOMERS
ACHIEVE THEIR GOALS
• Companies should tailor their offerings to
customers' needs and create experiences
that align with their goals, rather than
pushing their products or services onto
them.
IF YOU SCREW UP,
APOLOGIZE – AND MEAN IT

• Everyone makes mistakes, and

companies can apologize to customers,
but sincere actions and resolution of the
issue can help placate even the most
upset customers.
LISTEN TO YOUR
CUSTOMERS
Utilize Voice-of-the-Customer
tools like surveys, advisory
boards, and user experience
research to enhance
customer experience and
business results, and take
action based on findings.

This Photo by Unknown author is licensed under CC BY-SA-NC.

LISTEN TO YOUR EMPLOYEES

• The relationship between

employee engagement and
customer experience is strong,
indicating that listening to both
employees and customers can help
identify opportunities for
improvement.

This Photo by Unknown author is licensed under CC BY-SA-NC

 MAKE YOUR
CUSTOMERS FEEL
VALUED
The relationship between
employee engagement and
customer experience is strong,
indicating that listening to
both employees and
customers can help identify
opportunities for
This Photo by Unknown author is licensed under CC BY-NC. improvement.
EMBRACE “SMALL
DATA”
• Big Data is significant, while Small
Data focuses on utilizing survey
and transactional data for decision-
making, a trend that most
companies have yet to fully utilize.
MEASUREMENT ISN’T ABOUT “THE
NUMBER”

• Businesses often set global metrics

like NPS or CSAT, but
understanding what drives loyalty,
engagement, or purchase
behaviors is crucial for driving
improvement and tying efforts to
the most important business
metrics.
PERSONALIZE INTERACTIONS
ACROSS CHANNELS AND
TOUCHPOINTS
• By understanding each customer's
needs and preferences, businesses can
provide unique benefits that their
competitors cannot match, enhancing
their customer experience beyond just
1to1.
RESPOND
QUICKLY

Customer satisfaction is
influenced by the speed
at which you respond to
their issue or inquiry,
indicating your level of
care and attention to
detail.
SHARE BEST PRACTICES
ACROSS INTERNAL GROUPS
AND SILOS

Identifying, codifying, and sharing best

practices significantly improves performance
by identifying and removing barriers within
an organization.
SIMPLIFY
CUSTOMER (IN
FACT, ALL)
EXPERIENCES

Simplifying experiences, communications,

products, and services reduces problems,
increases customer satisfaction, and benefits
the bottom line by simplifying internal
processes and systems that support
experience.
EDUCATE YOUR
CUSTOMERS

By enhancing customer understanding of

products and services, businesses can
turn customers into promoters, resulting
in immediate and often greater value from
their interactions.

This Photo by Unknown author is licensed under CC BY-NC

THINK MULTI-CHANNEL,
BUT NAIL MOBILE FIRST
• Smart customers demand anytime,
anywhere access across channels,
journeys, and devices. Recognize that
smart phones are the primary way
customers engage, surpassing desktops.
CONCLUSION

Customer delight is a strategic business strategy

that focuses on exceeding customer expectations
and creating memorable experiences. It involves
actively listening, understanding customer needs,
and delivering exceptional products, services, and
interactions, leading to increased satisfaction,
loyalty, and sustainable growth.
THANKS