Customer Delight is more than just a positive experience!

"Happy Customers Tell?3 Friends.?Unhappy Customers Tell 10 People"

Every brand spends a huge amount of money in marketing in order to acquire new customers and they rarely focus on Existing Customers.

What is Customer Delight: Customer delight is when you provide a customer experience that exceeds expectations. The customer is pleasantly surprised and associates that positive emotional reaction with your brand.

Benefits of Customer Delight

1. Increase Customer lifetime value: The existing customer is going to stick around for a long time which will result in increasing Customer lifetime value.
2. Customer Loyalty: In the new edge highly completive word where loosing customer is easy, you earned a loyal customer.
3. Word of Mouth Marketing is absolutely Free: If you have 100 loyal customers, they are going to tell 300 new customer and can potentially influence others to buy your products.
4. Marketing Spend optimize: Instead of newer acquisition spent, spending on retention is less expensive. As the customer has already gone through all stages of buying journey already.

Customer Delight Experience:

A few months ago, we ordered quite a few flavor boxes of Sleepy Owl Coffee tins and out of which one coffee tin got lumps in coffee and we could not use the same, We complaint the same to sleepy owl team. They sent us one replacement tin right away and after a few weeks they sent us 2 new coffee tin with new flavors and a personalized note Thanking us for the detailed complaint which helped them improving their packaging.

I and My husband were so delighted to see the new 2 tins of our coffee in 2 new flavors and that was the most Pleasant Suprise.

Its very rare that the brand pays attention and make efforts to retain customer and how they respond to customers complaints.

Where the brand pays attention to the complaint, make an effort to improve and got back to us thanking us for highlighting the issue! We already shared the experience with 3 people, and I am sure the brand earned very strong value and a positioning as customer centric Brand in minimum 5 customers mind just by catering to one complaint in the best possible manner.

This is a very small effort however this changes the whole brand positioning in a customer mind. I have seen my husband saying 5 times, they earned a loyal customer today!

Do share such delightful experiences as a customer in the comments below. And if you are a brand owner and if any such Extra mile activities would have helped you gain more business!