For some, customer delight might sound the same as customer satisfaction; however, there is a very important difference between the two, and it comes down to exceeding versus merely meeting expectations.
Customer Delight is about creating a superior experience for every customer interaction to enhance their relationship with your brand. Customer Delight is about going the extra mile to provide added value. But the great thing is this value doesn’t end with the customer interaction. When you delight your customers, it ends up making a full-circle back to your organisation. Delighted customer relationships last long, capture premium value and fuel growth. 70% of consumers say they have already made a choice to support a company that delivers great customer service.
There are many ways to promote customer delight as a standard practice in your own business. The first step is to listen to your customers, survey and report regularly on customer happiness and then take action on the results. Delighting customers is about listening to customer feedback. It is about foreseeing future issues that might occur and taking the correct preventative steps now.
It is good to point out that it costs 4 to 9 times more to acquire a new customer than retain an existing one. Satisfied customers have a high repurchase rate meaning that they are likely to continue with your business/service in the future and spend more money with you. It’s so simple to promote brand loyalty.
And let’s not forget the word of mouth. Those customers who are so pleased with your brand that they advocate for your business and actually refer new business your way, this a priceless goldmine. It has been reported that over 90% of customers consider word of mouth as the most reliable source of information making any other marketing campaign inferior.
Designing user experiences that make your clients smile because they are delighted is our core value at EV Assist. Our priority number one is to make sure every client is heard, every feedback is reported and no EV driver is left stranded. Every hour of the day, every day of the year.