You might think that your business has “pretty good” customer service. Congratulations! That’s a whole lot better than having “pretty bad” customer service. But don’t rest on your laurels just yet. Think about the organizations that YOU chose to do business with. Are you more likely to select a service provider that is “pretty good” or one that is AWESOME?
A study by JD Power points out that in numerous industries, the difference between a customer who is pleased and a customer who is delighted is HUGE. The big difference is in the repurchase rate.
In many industries the repurchase rate DOUBLES when a customer moves from PLEASED to DELIGHTED. Building sales with existing customers will make a direct impact on bottom line profits. In an economy where dollars are scarce to businesses and individuals the impact is magnified; i.e. don’t ask me or my business to hand over scarce dollars without offering a real bang for the buck!
YOUR ACTION STEP:
So what can YOUR business do to move the needle of satisfaction from PLEASED to DELIGHTED? Why not get your team together THIS WEEK and build a strategy for 2016 on this goal? That’s kind of broad so let’s make it more specific. Issue a challenge to each employee to identify ONE THING they could personally do to DELIGHT a customer! Also ask your team for suggestions on how your organization as a whole could make changes to generate delight with customers.
By the way… I’m not just PLEASED to be connected to YOU…. I’m absolutely DELIGHTED. I would love to hear from you and share YOUR new strategy for customer delight with our readers. Post a comment below.
Teresa Allen is a nationally recognized customer service speaker and customer service author. Teresa is owner of Common Sense Solutions, a national training and consulting firm focused on bringing common sense customer service strategies to business. Teresa is author of Common Sense Service: Close Encounters on the Front Lines and is co-author of The Service Path: Your Roadmap for Building Strong Customer Loyalty. Teresa can be reached via her website: www.allenspeaks.com or by phone at 800-797-1580 or email: tallen@AllenSpeaks.com
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