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Casual Articles - Customer Service--Customer Satisifaction vs. DELIGHTED Customer
Everything you do is linked directly to your Personal Brand. As entrepreneurs and small business owners, we have a distinct advantage that larger companies do not. When it comes to our brands, we have the ability to get very personal.Larger companies strive to es
People expect their expectations to be delivered, therefore you are average, you are OK, just so-so, when you achieve their expectations.
Now let’s look at the
Over the road trucking is a hard, rough existence. The general public just does not understand the reality of the trucking life. People watch as the big rigs pull out onto the road ways and head off to some destination known only to the professional behind the wheel.
Customer satisfaction is meeting…..or exceeding the expectations of the customer.
We often think of customer satisfaction as a rather linear process….the more effort we put into it the more satisfied a customer is. That just isn’t so.
Let’s break customer expectations up into two categories:
- Expected--Things the customer expects
- Unexpected--Things the customer doesn’t even know exist, but would be excited to find them unexpectedly delivered.
If a customer expects something, he is very unhappy when he doesn’t get it, and becomes comfortable or just satisfied when he finally gets it. In other words, in this case “satisfied” is sort of “the customer is OK with it.” That is almost a non event.
The only way from here is down if you don’t deliver it, and getting better and better, until you fully meet the customer’s expectations….which is “middle of the road,” “average.”
People expect their expectations to be delivered, therefore you are average, you are OK, just so-so, when you achieve their expectations.
Now let’s look at the
Good customer service is indeed hard to find, much more to provide. It is one thing to want to provide good customer service to your customers and yet another thing to do it. Information sharing between the management and frontline staff, budget constraints and equipments needed to d
Let’s break customer expectations up into two categories:
- Expected--Things the customer expects
- Unexpected--Things the customer doesn’t even know exist, but would be excited to find them unexpectedly delivered.
If a customer expects something, he is very unhappy when he doesn’t get it, and becomes comfortable or just satisfied when he finally gets it. In other words, in this case “satisfied” is sort of “the customer is OK with it.” That is almost a non event.
The only way from here is down if you don’t deliver it, and getting better and better, until you fully meet the customer’s expectations….which is “middle of the road,” “average.”
People expect their expectations to be delivered, therefore you are average, you are OK, just so-so, when you achieve their expectations.
Now let’s look at the
When you go shopping for a new car, do you send an email to all the dealers in your area, asking if they'll please let you buy their car? How about when you need a new pair of shoes? Would you walk around the mall looking for a store that would consider accepting you as a customer?Unexpected--Things the customer doesn’t even know exist, but would be excited to find them unexpectedly delivered.
If a customer expects something, he is very unhappy when he doesn’t get it, and becomes comfortable or just satisfied when he finally gets it. In other words, in this case “satisfied” is sort of “the customer is OK with it.” That is almost a non event.
The only way from here is down if you don’t deliver it, and getting better and better, until you fully meet the customer’s expectations….which is “middle of the road,” “average.”
People expect their expectations to be delivered, therefore you are average, you are OK, just so-so, when you achieve their expectations.
Now let’s look at the
For the mid career professional, career and job changes have increasingly become a way of life. The Bureau of Labor Statistics reports that over the past 25 years, Baby Boomers have held an average of 10.5 jobs. That’s moving to a new position every 2.5 years! The impact to work/life
The only way from here is down if you don’t deliver it, and getting better and better, until you fully meet the customer’s expectations….which is “middle of the road,” “average.”
People expect their expectations to be delivered, therefore you are average, you are OK, just so-so, when you achieve their expectations.
Now let’s look at the
Developing your advertising portfolio is like conducting an orchestra. Highs and lows. Sour notes and beautiful ones. You get the metaphor.When you begin building your perfect portfolio, it’s natural to want to put in some sexy categories. You know...perfumes, fashion, cars, b
People expect their expectations to be delivered, therefore you are average, you are OK, just so-so, when you achieve their expectations.
Now let’s look at the unexpected. When a customer doesn’t get something he’s not expecting, since he doesn’t know it’s not supposed to be there he’s still OK with it. However, once you start delivering something totally unexpected you’ll start “delighting” the customer and that’s when you can outshine your competitors, when you’ll get lots of customers talking about you in a good way and giving referrals.
To summarize:
- 1)Expected--You always have to deliver the expected, all of the way. That makes you “acceptable” and OK.
2) Unexpected--But when you can find something the customer would value and appreciate, but he isn’t expecting it, now you’ll have a “delighted” customer. So try to find that and deliver the unexpected all of the time.
What happens when you deliver the “unexpected.” For a while you’ll be on the top of his list. As soon as your competitors notice and they start doing it…guess what. It’ll become expected.
Keep looking for the une
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