Delighting Your Customers

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Boost Sales and Improve Service Practical training to develop sales and customer service skills. For example: Offer additional resources or product features Think about how you could improve part of the overall service, or product package. Trial optional packaged services This will make things easier for your customer. Offer out of hours and automated customer support As technology and communication tools are now available to us, progressive organisations now provide customer support in different formats that are available 24 hours, 7 days per week.

How much on-line support information and purchasing options can you provide on your products and services? How easy is the information to find and how well does it cover every aspect the customer may need? Pick up on customer comments via social media This is especially important as more people turn to social media to share their day-to-day experiences. Offer different communication methods Embrace individual customer needs and preferences.

Invest in customer service training This will stimulate ideas to enhance your customer service. About the Author Written by Kim Larkins. Next: Empowering your Staff. Customer service training.

Delighting Your Customers - How & Why to go That Extra Mile

Related courses. Customer Service Telephone Skills. PDF downloads. Feeling appreciated, customers are driven to return to your business and continue making purchases.

Customer delight simply means to create outstanding experiences for people in an effort to create and nurture lasting relationships. Delighting customers usually happens through the use of gifts, rewards, communication, and with the help of your team. When you invest in customer delight, you invest in your business. To put things into perspective, consider the following statistics from Help Scout :. There are a lot of inexpensive and easy customer delight ideas you can try in an effort to boost repeat business and customer loyalty.

In this age of automation and instant gratification, a little personalization goes a long way. This customer delight idea is pretty simple: every time a first-time customer buys a product from you, send them a handwritten card thanking them for their business. An example of a handwritten thank you card from When I Work. No time to handwrite cards all day long? Pick a customer that is actively using Twitter and make sure to mention their Twitter handle in your tweet.

Alternatively, you could use a social media monitoring tool like Hootsuite or Sprout Social to find and respond to new customers who are already talking about you. Implementing this tactic on a regular basis is a great way to show current and future customers that there are actually real, caring human beings behind your ecommerce store. Not sure how to get something like this off the ground?

Delighting your Customers

Look into tools like ReferralCandy or FriendBuy —they make it incredibly easy to get programs off the ground. Implementing this idea is simple: all you have to do is commit to regularly sending surprise gifts with branded swag to random customers on a regular basis. An example from Hometown Comfort. Never made shirts or branded swag before? If you see an opportunity to send a special gift to a customer based on something you see in a tweet, go for it!

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You can go above and beyond to delight them by gifting them a Fandango gift card for dinner and a movie. One of the best and most effective ways to invest in customer delight is by committing to honesty when it comes to communicating with customers. If you can avoid it, try not to make this email seem automated even if it is.

An example of an authentic conversation that Everlane had with a customer. Want to make your customers smile?

Delight them with free shipping! Go out of your way every so often to show loyal customers that you appreciate their business by sending them an email campaign offering a free shipping promo code.

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A free shipping campaign example from West Elm. As an ecommerce business owner, you can take advantage of this truth in a number of creative ways. When it comes time to send your products out to your team of VIP Product Testers, make sure to document the process and share on social media with your followers. For example, you could send a plain-text, personalized thank you email that comes from the CEO as soon as someone becomes a customer.

Customer Delight - Sujan Patel

Organizations today want to be more responsive to their marketplace opportunities, more productive and more efficient; they want to be agile. Many have implemented agile practices for improving software development. But if you want to really make a difference it requires leadership that emphasizes creating, satisfying and delighting customers every day. This session focuses on leadership and tactical techniques for delighting your customers that you can take back and put to use.


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You will learn how a culture of delighting customers is built around a work force characterized by high levels of productivity, continuous innovation, and elevated levels of sustained motivation and job satisfaction.



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