{"id":12428,"date":"2018-06-22T11:53:23","date_gmt":"2018-06-22T11:53:23","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=12428"},"modified":"2025-02-24T04:55:21","modified_gmt":"2025-02-24T04:55:21","slug":"delightful-customer-service","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/delightful-customer-service\/","title":{"rendered":"How to Provide a Delightful Customer Service Experience"},"content":{"rendered":"

Did you know that <\/span>55% consumers <\/span>are willing to pay more to have a delightful experience?<\/span><\/em><\/p>\n

A <\/span>report <\/span><\/a>by McKinsey says that 70% of product or service buying experiences are totally based on how the customers feel they have treated.<\/span><\/em><\/p>\n

For about <\/span>62% organizations<\/span><\/a>, customer experience is viewed as a great competitive differentiator.<\/span><\/em><\/p>\n

The takeaway?<\/p>\n

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Customer service experience matters significantly<\/strong> for the organizations as well as their customers. Justifying it with numbers is equally important as testifying it with some of the real players of the industry. Here we bring on to you a long list of customer service experts who share their suggestions on delighting the customers. Experience matters, right? So read and follow what they say:
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\n\"Shep<\/p>\n

Shep Hyken\u00a0<\/b><\/a><\/h4>\n

Chief Amazement Officer of Shepard Presentations<\/strong><\/p>\n<\/div>\n

Delighting your customers doesn\u2019t mean you have to be \u201cover the top\u201d to amaze them. The best companies and people are just a little better than average\u2026 all of the time. It\u2019s the \u201call of the time\u201d part that separates them from everyone else. Customers will say, \u201cThey are always friendly, always knowledgeable, always helpful\u2026\u201d the word always followed by something positive is the consistency customers want. A consistent and predictable above-average experience is what makes great companies and people great\u2026 even amazing!
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\"jackmackey\"<\/p>\n

Jack Mackey<\/b><\/a><\/h4>\n

President\/Co-Founder\/Keynote Speaker<\/strong><\/p>\n<\/div>\n

The Service-Profit Chain is a management model developed over a 5-year study by a group of researchers at Harvard Business School. Their research data demonstrates that profit and growth are stimulated primarily by customer loyalty \u2013 especially in retail and service businesses.\u00a0<\/span>
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\n<\/span>But how can we expect our customers to love us\u2026if our employees don\u2019t? Can\u2019t be done!\u00a0<\/span>
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\n<\/span>And there is plenty of evidence that \u201chappy employees create happy customers who create happy investors.<\/strong>\u201d Decades of research confirm customer loyalty comes from\u00a0high customer satisfaction<\/a>, which correlates strongly with high levels of employee engagement. And highly engaged employees are an outcome of effective leadership!\u00a0<\/span>
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\n<\/span>In order to scale up employee\u00a0engagement,\u00a0we must first scale up our leadership. There are thousands of books on what that means, so here\u2019s just one concept: Strive to create a warm and friendly culture. For example, foster a fun, even playful environment in company-wide meetings.<\/span>
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\n<\/span>Senior managers who exude humor and goodwill during these events send the message that company leaders are regular, accessible folks, not stuffy, starched shirt executives who are apart from the team. Plus, having fun makes people feel safer which increases creativity and their willingness to contribute their ideas. Coming together for annual meetings should reinforce company camaraderie and strengthen employee engagement.\u00a0<\/span>
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\n<\/span>Employees watch everything management does. They take their cues on how to treat customers and what kind of emotions are appropriate at work from company leaders. Leadership interactions with employees manifest in employee interactions with customers. Great customer experiences start with leadership!
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\"Nicolle<\/p>\n

Nicolle Paradise<\/b><\/a><\/h4>\n

Senior Director of CX at ADP<\/strong>
\nI’ve found that whether you’re a start-up or a massive organization, delighting customers actually starts with understanding,\u00a0<\/span>“Delight, as defined by whom?”<\/span><\/i><\/p>\n<\/div>\n

Customers assume they\u2019re going to get the value and outcomes for which they\u2019re paying. You don\u2019t get credit for that and that doesn\u2019t automatically equal delight. \u00a0Delight is the science of understanding\u00a0<\/span>what that means<\/span><\/i>\u00a0from the perspective of the customer, not the company. \u00a0Sounds fairly\u00a0straight forward, though few companies actually practice that. \u00a0<\/span><\/p>\n

A case study example:<\/span><\/p>\n