WHAT IS BEYOND CUSTOMER DELIGHT ?
Cdr KP Bijesh
Principal Process Consultant- Business Excellence at Hewlett Packard. Ex-Indian Navy, IIM(B), MTech, MBA, PMP?, LSS Master BB, CSM? . Driving Excellence through Innovation, Optimisation, Quality and Lean management.
Customer delight is achieved by going above and beyond in areas such as customer service, product quality, and overall customer experience.
Beyond customer delight, there are a few other levels of customer satisfaction that a business can strive to achieve:
Customer Amazement: This is when a business goes beyond in meeting the customer's needs and creates a truly exceptional experience that leaves the customer feeling amazed.
Customer Advocacy: This is when a customer becomes a loyal advocate for a business, promoting it to others and providing positive reviews and referrals.
Customer Loyalty: This is when a customer consistently chooses a business over its competitors, based on their positive experience and satisfaction with the business.
Customer Lifetime Value: ?This is the total amount of revenue a customer will generate for a business over the course of their relationship. By focusing on customer satisfaction and loyalty, businesses can increase their customer lifetime value and overall profitability.
?????????????It's important to note that achieving these higher levels of customer satisfaction requires ongoing effort and a commitment to continuous improvement.
Soldier | Aeronautical Engineer| Achiever | Motivator | Passionate Educator | Forever A Sportsman | Senior Academic Coordinator | HoD English | ISTM Certified CBSE Resource Person | Teacher Trainer |
1 年Well said Commander!!!
? ???????????????????? ?????????????????? ???? ??????????-???????????????????? ???????????Veteran?IIM-Ahmedabad?Leadership & Strategy?Agile?Design Thinker?Lean 6Sigma?SCM&Procurement
1 年Excellent article Commander KP Bijesh. Quality coupled with an endeavour to exceed customer expectations and turn it into a customer delight in a #product or a #service can enhance the #value multiple folds.