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Hub You - Customer Service--Customer Satisifaction vs. DELIGHTED Customer
No, we don’t mean Bodie and Doyle... now I’m showing my age! So you’ve started your new business and the purse strings are tight (We know, we’ve been there!) So why should you be paying out good money for a logo that you could do yourself?We’ll give you a few things to think
Now let’s look at the unexpected. When a customer doesn’t get something he’s not expecting, since he doesn’t know it’s not supposed to be there he’s still OK with it. However, once you start delive
Six Sigma has become a buzzword in industry circles since its introduction in the 1990's. The methodology is based on a disciplined and data driven approach and is used for eliminating defects and achieving near perfection by restricting the number of possible defects to less than 3.
Customer satisfaction is meeting…..or exceeding the expectations of the customer.
We often think of customer satisfaction as a rather linear process….the more effort we put into it the more satisfied a customer is. That just isn’t so.
Let’s break customer expectations up into two categories:
- Expected--Things the customer expects
- Unexpected--Things the customer doesn’t even know exist, but would be excited to find them unexpectedly delivered.
If a customer expects something, he is very unhappy when he doesn’t get it, and becomes comfortable or just satisfied when he finally gets it. In other words, in this case “satisfied” is sort of “the customer is OK with it.” That is almost a non event.
The only way from here is down if you don’t deliver it, and getting better and better, until you fully meet the customer’s expectations….which is “middle of the road,” “average.”
People expect their expectations to be delivered, therefore you are average, you are OK, just so-so, when you achieve their expectations.
Now let’s look at the unexpected. When a customer doesn’t get something he’s not expecting, since he doesn’t know it’s not supposed to be there he’s still OK with it. However, once you start deliver
Pune is one of the chief industrial cities in India and has been contributing steadily to several small, medium sized industries and offering jobs to more than thousands of people every year.IT and Software jobs in Pune have re-written the standing of the city in the job marke
Let’s break customer expectations up into two categories:
- Expected--Things the customer expects
- Unexpected--Things the customer doesn’t even know exist, but would be excited to find them unexpectedly delivered.
If a customer expects something, he is very unhappy when he doesn’t get it, and becomes comfortable or just satisfied when he finally gets it. In other words, in this case “satisfied” is sort of “the customer is OK with it.” That is almost a non event.
The only way from here is down if you don’t deliver it, and getting better and better, until you fully meet the customer’s expectations….which is “middle of the road,” “average.”
People expect their expectations to be delivered, therefore you are average, you are OK, just so-so, when you achieve their expectations.
Now let’s look at the unexpected. When a customer doesn’t get something he’s not expecting, since he doesn’t know it’s not supposed to be there he’s still OK with it. However, once you start delive
We've all encountered humor in advertising. TV ads showing smart dogs fetching their owners a beer. Radio spots with aliens purifying our drinking water. Print ads with famous people wearing milk mustaches. Many use dry wit. Others are just plain silly. A few are in bad taste. And s
If a customer expects something, he is very unhappy when he doesn’t get it, and becomes comfortable or just satisfied when he finally gets it. In other words, in this case “satisfied” is sort of “the customer is OK with it.” That is almost a non event.
The only way from here is down if you don’t deliver it, and getting better and better, until you fully meet the customer’s expectations….which is “middle of the road,” “average.”
People expect their expectations to be delivered, therefore you are average, you are OK, just so-so, when you achieve their expectations.
Now let’s look at the unexpected. When a customer doesn’t get something he’s not expecting, since he doesn’t know it’s not supposed to be there he’s still OK with it. However, once you start delive
Asking for money is so taboo in our culture that most of us shake in our shoes when we think about negotiating salary. It conjures up our insecurities about not being good enough, not knowing enough, or not being considered valuable enough. We worry that the company will rescind its
The only way from here is down if you don’t deliver it, and getting better and better, until you fully meet the customer’s expectations….which is “middle of the road,” “average.”
People expect their expectations to be delivered, therefore you are average, you are OK, just so-so, when you achieve their expectations.
Now let’s look at the unexpected. When a customer doesn’t get something he’s not expecting, since he doesn’t know it’s not supposed to be there he’s still OK with it. However, once you start delive
Motivational humorous speakers can help to motivate meeting attendees at your next event. Motivation has been defined as the deployment of physical, mental and emotional energy toward a specific task or goal. In pure psychological terms motivation is often referred to initiation, int
Now let’s look at the unexpected. When a customer doesn’t get something he’s not expecting, since he doesn’t know it’s not supposed to be there he’s still OK with it. However, once you start delivering something totally unexpected you’ll start “delighting” the customer and that’s when you can outshine your competitors, when you’ll get lots of customers talking about you in a good way and giving referrals.
To summarize:
- 1)Expected--You always have to deliver the expected, all of the way. That makes you “acceptable” and OK.
2) Unexpected--But when you can find something the customer would value and appreciate, but he isn’t expecting it, now you’ll have a “delighted” customer. So try to find that and deliver the unexpected all of the time.
What happens when you deliver the “unexpected.” For a while you’ll be on the top of his list. As soon as your competitors notice and they start doing it…guess what. It’ll become expected.
Keep looking for the unexpected and being ahead of the crowd and your competition.
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