customer delight

Customer delight

Dr. E. J Sarma Head HCM – Global

How to Delight our Customers (10 Thoughts)

• Thebest service oriented employees do these very well

Saama-Confidential Tuesday, April 11, 2023

What ticks you and me ticks one other as well

• Think When were you were delighted as a customer? How often some one wowed us through that extra bit ?

• Think of the employee who delighted you and what did he or she do to delight you ?


Customer Delight


Exceeding customers’ expectation is delighting customers The customer reacts with a “wow” in return for the product/service Every interaction with the customer has an opportunity to create delight The challenge is to consistently maintain the delight factor

Customer delight isn't necessarily about "more" customer service

• Customer service is what we do to customers

• Customer delight is what the customer feels when they have been delivered with .service

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The Service-Profit Chain :


Good Service – Satisfied Customers –better branding--Higher Sales -High Revenue/ More profits- Higher Incentives/Bonus to Employees Service-oriented employees

Quantify customer delight in monetary terms

• Delight makes repeat business and new business easily possible.


Challenge everyone to get involved

• customer delight must be a way of life for everyone in Saama

• then every one actually goes out and sets the example by delighting customers without any hesitation

• What is the measurement ? --Our BI brand is rocking.

• Don’t we want to be the starbucks of BI world ?

• Saama-Confidential Tuesday, April 11, 2023

4. Be customer champions

• it is hard to focus on the customer delight • if it was easy, we'd all be doing it.

• That is why every one needs to be customer champions who, similar to the green, black and other belts of Six Sigma, spot opportunities for customer delight.

• Even if one is doing an assignment it means keeping the eyes and ears wide open to spot opportunities to offer BI solutions.


Define delight factor

• Truth is every touch point with customer can be a "point of delight“


Miss india-from pune

Don't leave room for compromise

• As a customer, we don't like our wine to be watered down.

• It either delights , or it doesn't.

• So every time we make an internal compromise , ask what the customer would think of it and if he wouldn't like it ... challenge it head on.


7.

• Remember a mere soap is not sold as soap,

• different brands have USP AND CONSUMER loyalty is built not around the brand but the extent to which what is promised is fulfilled through the service delivered determines delight.

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8. Dismiss orthodoxies

• Creating delight is about breaking away from the pack, and simply doing something different,

• This could be a good place to start.


Get the customer involved

• Customers have a pretty good idea what they like and dislike when confronted with it. Take advantage of that. You might learn something :-)


Engagement counts

• Be Mentally and emotionally engaged .

• Do whatever it takes to delight the customer

• Be conscientious about the work

• Comply with policies and procedures

• Fully engaged employees only are passionate about the work,


What to believe in

• Remember that what ever may be the role, believe and behave like an expert

• Believe that you are the best person to deliver it.

• As we are all customers ourselves, every one of us is a specialist in the area of customer delight.

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Saama customer delight index

• We now have a process to measure how each one is contributing to customer delight in Saama

• We survey every customer side manager when ever an assignment gets over,

• or the client side manager changes or• when you completed six months in same assignment.• The data collated will help us in establishing an index. We will share this information in future

• Ideally we should be aiming at an index not less than 9 on 10


Tips for Good Customer Service

• Identify & anticipate needs – Customers don’t just buy products/service; they buy good feelings & solutions.

• Make customers feel important & appreciated.• Avoid rushing or doing too many things at once .• Apologize when something goes wrong .• Service a little more than they expect.• Use positive verbal & body language.• add your own individual touch to the service level that is like icing on the cake



Here is what we learnt;

Customer delight is different from customer satisfaction.

It is everyone’s responsibility

Delight makes repeat business easy.

Branding becomes strong

Delighting flows from engaged employees’ adrenaline.

It is not about serving it is all about gracefully serving like the japanese do

customer delight

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