4 Reasons To Focus Content On Delighting Customers

4 Reasons To Focus Content On Delighting Customers

Customer delight is not the same as customer satisfaction.?Customer satisfaction is about meeting expectations.?But customer delight is about?exceeding?expectations. It’s where your brand did more than it promised and created positive emotional experiences with customers.?

Focusing your efforts on exceeding customer expectations leads to the following:

1. Better customer retention and loyalty. By giving more than expected, you entice repeat customers who love the unexpected perks of opening their wallets to you. Not only is it cheaper to retain customers, but a Harvard study also showed that a?5% increase in customer retention increased profits between 25% and 95%.
2. Brand advocacy and referrals. Word of mouth is one of the best forms of marketing, but it’s not easy to get. For B2B companies, referrals lead to?70% higher conversions, and 69% faster closes.
3. Reduced Churn. Churn happens when customers stop using your product or service. They drop off and don’t return. Nurturing loyalty and increasing upsells decreases churn.?
4. Increased revenues and profits. Companies that focused on delighting their clients saw?between 65% and 70% revenue growth and profitability. These numbers put them above and beyond their industry competitors.

Creating content around this goal gives you a competitive advantage with little to do with matching or beating price.?