Delighting Customers

Posted on July 26, 2010  Comments (3)

If you have customers that see you as adequate you will keep customers based on inertia.

But you have several big problems awaiting you. Those trying to win your customers business only have to overcome inertia – which can be very low hurdle (saving a small bit of money, some minor additional feature). If your customers are delighted they won’t leave (by and large) without significant reasons to.

Also your attempts to increase price are very likely to lead to increased customer losses (than if customers are delighted). Delighted customers are willing to pay a premium which helps profits enormously (Apple has done this quite well).

Delighted customers will refer others to you – great free marketing.

Satisfied customers leave you very little leeway for error. If you cause satisfied customers some problem (which granted, hopefully you won’t but if you do) they are not likely to be forgiving. If they are delighted they may well stay even if you have a delay, provide less than stellar customer service for some request…

There are many ways to attempt to delight customers. One of the simplest powerful tools is to ask a very simple question: What Could we do Better?

Related: What Job Does Your Product Do?It Just WorksKano Model of customer satisfactioncustomer focus resources

3 Responses to “Delighting Customers”

  1. Lars Hilse
    August 6th, 2010 @ 8:56 pm

    John:

    I do concur with you but unfortunately the world is taking a totally different direction. Everybody wants the fire-and-forget-sale and people get educated to think this way at the schools around the world.

    Thus I think that those the pursue a good CRM strategy will eventually win the race.

  2. Good Startup Ideas from Startup Weekend JB (Malaysia) » Curious Cat Management Blog
    November 27th, 2014 @ 4:53 am

    To create a greatly successful startup focusing on great, not adequate, customer experiences is extremely useful. And you can leap ahead of competitors that don’t focus on customer delight…

  3. Continually Improving Using a Focus on Delighting Customers » Curious Cat Management Improvement Blog
    December 3rd, 2016 @ 11:14 am

    […] outside of these times effort should be directed at continually delighting customers. This requires an understanding gained at the user gemba (to truely understand what customers are […]

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