We were out with our friends Nayeem and Kawal and their daughters Eliza and Ariana this weekend and it was brilliant to see a lovely handwritten postcard that Eliza had been sent to her home by her teacher Miss Hayton for a great performance in class. It clearly made an impact on her as she proudly showed it to us… it was also clear that it made an impact on mum and dad too with the look on their proud smiling faces as she did so!
It’s a great example of ‘customer delight’! Yes, even schools can do it! It’s a lovely touch, and a fantastic example showing that a simple, personalised response can go a long, long way to touch a ‘customer’ and make them feel valued. I think in this day of being bombarded with endless emails, tweets, posts, ‘snaps’ and electronic messages of all kinds, getting an ‘old fashioned’ note can make a real impact.
Although it’s not a ‘commercial example’, I do think it demonstrates all 6 things our research has identified as ingredients of customer delight….
- It produces a wow reaction!
- It appears spontaneous or unexpected!
- It’s the personal touch!
- It makes the customer feel valued!
- It’s genuine… and…
- It creates a ‘talking point’!
The result also demonstrated the benefits of customer delight:
- It certainly made Eliza as a ‘customer’ feel valued!
- It created a talking point – She was quick to show it to us with pride
- It also had a real positive impact on her mum and dad too (they were very proud too!)
So, what could you do to follow Miss Hayton’s wonderful example and ‘delight’ your customers? Why not think about those ingredients and work out how you could make them work for the way you interact with your customers.
- What could you do to make your customers feel ‘valued’?
- How good are you and your people at ‘personalising’ the experience and doing it genuinely?
- What do you do to help, support and encourage them to do it?
For a more in-depth insight of Customer Delight, click on the image to download my free e-book Customer Delight As Competitive Advantage – 44 pages and over 60 ideas to help you make this stuff work in your business.