Customer delight and the importance of WOW factor in customer service

1. Customer Delight
- Mausham Banerjee

2. Expected Service
Vs.
Perceived Service
Types of Service in the Mind of the
Customer

3. Perceived Service = The
service you think you got
Expected Service = The
service you think you
will get
Vs.

5. Customer Delight !!
Customer delight is about creating
an individual experience for every
customer to enhance his
relationship with the brand.

6. Customer Delight !!
Customer delight is surprising a customer by
exceeding his/her expectations and thus creating
a positive emotional reaction. This emotional
reaction leads to word of mouth.
- Source : Wikipedia

7. Customer
Satisfaction
Expectations are
met
Customer
Delight
Expectations are
exceeded

8. Creating the W.O.W. factor
RoadtoCustomer
Delight!!

9. W.O.W.
What’s needed
On time
With value

10. What’s needed ??

12. Give them what they need (not always what
they want)
It's crucial to get real customer feedback on
their needs and wants, but when it comes to
building products you need to use your own
vantage point to build something that's both
realistic and useful. Some of the greatest
products out there people didn't know they
wanted until they arrived, and now they can't
live without them.

14. On time !!

17. It’s simple, customers expect you deliver
things on time. And if we fail to meet
expectations we’re likely to bring down
our customer satisfaction considerably.
55% of customer commit to a
company because of the
ability to easily find the
information or help they need.

18. Why be “On Time” ?
Being on time:
 Demonstrates that you are diligent and
dependable.
 Indicates that you honour your commitments
and you can be trusted.
 Shows that you have respect for your
customers.
 Creates a positive picture of your company.

19. Competing on price isn’t the most
effective way to build an enduring
business. Great service, delivered
time and time again, is defensible
against the stiffest and most well-
funded competition.

20. With Value ..

21. Deliver awesome service and customer delight
First impression is the last impression (Make it
awesome)
Positive outlook (everything is an opportunity)
Constantly seek out innovative ways to serve the
customers and run the business
Build trust and act with integrity
The customers are the biggest asset and should be
treated as such
The“VALUEPYRAMID”
toawesomeCustomer
Service

24. THANK YOU !!