Tip: DELIGHT EVERY CUSTOMER Great marketing starts with the customer. It all begins with building a meaningful relationship, like all relationships it requires mutual respect and trust. Never forget the golden rule of ‘Provide Superior Customer Service.’ If your customers are happy they return. It’s not rocket science, but many today miss this most fundamental piece of the puzzle. With customers frustrated with Call Centres waiting on hold for minutes, sometimes hours to speak to a company representative. IVR’s making you answer countless and unnecessary questions. Some of the largest companies like Uber and Facebook make it impossible to speak to a person to address an issue. This presents an incredible opportunity to any organisation looking to differentiate on superior customer service. Customer success becomes an essential ingredient within the marketing mix. Yes, you still must deliver a compelling market offer (Product or Service), a clearly defined a CVP & USP (Customer Value & Unique Selling proposition), have a point of difference, disrupt the market, build a brand, have a good price point. Just don’t forget the importance of customer service. A customer issue or negative experience can present your business an opportunity, the chance to shine, showcase your brand values and superior service by exceeding expectations. How do you deliver exceptional customer success (service) and delight every customer?
o Make customer success a priority within the business. From Board, CEO, Operations, Sales, HR teams to the Cleaner build it into KPI’s. Make everyone accountable and responsible to deliver excellence. o Create a culture that rewards and recognises outstanding performance in customer service. Allow all team members to contribute ideas on how to innovate the customer service offering. o Under promise and over deliver. o Treat every single customer or client contact with care. o Review the entire customer / user experience. Understand the entire customer journey, from beginning to end. Leverage each customer contact point to determine if any interaction can be improved or enhanced. o Empower your teams with the ability to instantly solve customer problems.
Berkshire Hathaway joined forces with Mrs ‘B’ Rose Blumkin who started Nebraska Furniture Mart with $2,500 and built it into the largest home furniture store in the US. “You will succeed if you have delighted customers, don’t settle for satisfied.” Warren Buffett
“I use the old fashioned way, tell the truth, buy right, sell cheap.” Rose Blumkin
Don’t worry about the things you can’t control. Focus on what you can control. What can you do for your customers? You need to create a genuine desire to delight every customer. Your customers remember a good or bad experience. A good experience will ensure you bring back the customer every time. It will also turn your customers into loyal raving fans for your business.
Delight Every Customer: PARAMOUNT Rating: 9.0/10 Why? Putting customers first is a business basic that many businesses lose sight of. Mrs ‘B’ delivered customer value as a number one priority.
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