Customer Delight

Dr. E. J Sarma Head HCM Global

How to Delight our Customers (10 Thoughts)

The best service oriented employees do these very well
Woo the ability to win the hearts of those whom are impacted Empathy the ability to understand the mood of customers Discipline the ability to deliver on promise systematically and

consistently
Command the ability to control any situation through communication Responsibility the ability to own a problem until it is solved -- Gallup Survey of Best Customer Service

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What ticks you or me also ticks another

Think of when you were delighted as a customer? How often has someone wowed you through that extra bit? Think of the employee who delighted you and what it was he/she did to delight you?

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Customer Delight

Exceeding customers expectation is delighting customers. The customer reacts with a wow in return for the product/service. Every interaction with the customer has an opportunity to create delight.

The challenge is to consistently maintain the delight factor

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Customer Delight is not about "more Customer Service Customer service is what we do to customers Customer delight is what the customer feels when they have been delivered with services

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The Service-Profit Chain:

Good Service = Satisfied Customers

Better Branding -- Higher Sales - (High)
Revenue/More Profits (Higher) Incentives/Bonus to Employees Service

Oriented Employees

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Quantify Customers in Monetary Means

Delight makes repeat business and new business easily possible

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Challenge Everyone To Get Involved

Customer delight must be a way of life for everyone at Saama Go out and set the example by delighting customers without any hesitations

What is the measurement?

* Our BI brand is rocking

Dont we want to be the Starbucks of BI

the world?
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Be Customer Champions
It is hard to focus on the customer delight If it were easy, we'd all be doing it That is why everyone needs to be customer champions who, similar to the green, black and other belts of Six Sigma, spot opportunities for customer delight Even if one is doing an assignment, still keep the

eyes and ears wide open for spotting opportunities to offer

BI solutions
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Define Delight Factor

Miss India from Pune

Truth is every touch point with a customer can be a point of delight.

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Do not Leave Room for Compromise

As a customer, we do not like our wine to be watered down It either delights, or it does not So every time we make an internal compromise, ask what the customer would think of it and if he would like it or not... challenge it head on

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Branding

Remember a mere soap is not sold as soap Different brands have USP AND CONSUMER loyalty built not around the brand, but to the extent of which what is promised is fulfilled through the services delivered and determining delight

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Dismiss Orthodoxies

Creating delight is about breaking away from the pack, simply doing something different This could be a good place to start.

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Get the Customer Involved

Customers have a pretty good idea what they like and dislike when confronted with it. Take advantage of that. You might learn something :-)

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Engagement Counts
Be Mentally and Emotionally Engaged .
Do whatever it takes to delight the customer Be conscientious about the work Comply with policies and procedures

Fully engaged employees are only passionate about the

work

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What to Believe

Remember that what ever may be your role, believe and behave like an expert Believe that you are the best person to deliver it As we are all customers ourselves, every one of us is a specialist in the area of customer delight

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Saama Customer Delight Index

We now have a process to measure how each one is contributing to customer delight at Saama We survey every customer side manager when ever an assignment ends or the client side manager changes or

when one has completed six months in same assignment

The data collated will help us in establishing an index
We will share this information in future

Ideally we should be aiming at an index not less than 9 or 10

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Tips for Good Customer Service

Identify & anticipate needs Customers do not just buy products/service; they buy good feelings & solutions

Make customers feel important & appreciated

Avoid rushing or doing too many things at once

Apologize when something goes wrong

Service a little more than they expect Use positive verbal & body language Add your own individual touch to the service level - that is like icing on the cake
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Summary
Here is what we learnt: Customer delight is different from customer satisfaction Customer delight is everyones responsibility Delight makes repeat business easy

Branding becomes stronger

Delighting flows from engaged employees adrenaline It is not about serving, it is all about gracefully serving like the Japanese do

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