Customer delight is a form of happiness. It is a well-documented, but a hard to achieve KPI. Jeff Bezos understands how important it is and has 5 teams working on it at Amazon. It’s that important. Why?
Customer delight is broken down into 3 key elements:
- Create customer loyalty. Instead of rebuying your customers through paid media, how can we get people back easier?
- More profits. Easy to say, hard to execute. While many businesses are offering discounts right away, having customer delight slows down the coupon bus. Apple does not have coupons, you don’t need them either.
- Reviews. A customer who gets it, says nice things, online and to friends. They own it, flaunt it and you win.
According to a Bain & Company report on Net promotor score and profits, only 9% of organizations surveyed could sustainable profits and growth for 10 years. 9! NINE! I don’t want to look for a job that often.
A 5% increase in customer retention can yield 25% to 100% increase in profits.
My focus for 20 years is finding ways to create customer delight and balance that with keeping you happy as well. An organization that is happy, along with its customers is a great place to work. But how can this happen in 2018? It seems so hard.
For one, most organizations I know, hundreds of them so far, have very little predictive capabilities. Furthermore, very few have predictive down to the people level.
When we install customer delight, the focus one the organization on the customer changes and the corporate culture as well. People, process and leadership align on balancing the customer with the employee.
By linking customer delight to the core values and goals of the organizations connect people to profits in a positive way. When things are aligned, they move fast.
To learn more and see how we can help you, please contact us. We promise a call is worth the effort.