customer delight - recorded

7/31/2019 Customer Delight - Recorded

1/19

Customer Delight

Dr. E. J SarmaHead HCM Global
http://www.google.com/imgres?imgurl=http://greatorpoor.com/images/ecstatic.gif&imgrefurl=http://greatorpoor.com/customer_delight.aspx&usg=__yuaI-Irm6LWCT-KVysUf9IVp1wA=&h=419&w=315&sz=30&hl=en&start=44&um=1&itbs=1&tbnid=hzJoviz1FzrVQM:&tbnh=125&tbnw=94&prev=/images?q=CUSTOMER+DELIGHT&start=42&um=1&hl=en&sa=N&rlz=1T4ADFA_enUS386US386&ndsp=21&tbs=isch:1http://www.saama.com/


2/19

The best service oriented employees do these very well

Saama-Confidential Page 2Tuesday, July 24, 2012

How to Delight our Customers (10 Thoughts)

Woo the ability to win the hearts of those whom are impacted

Empathy the ability to understand the mood of customers

Discipline the ability to deliver on promise systematically and

consistently

Command the ability to control any situation through communication

Responsibility the ability to own a problem until it is solved -- Gallup

Survey of Best Customer Service
http://www.saama.com/


3/19

What ticks you or me also ticks another

Think of when you were delighted as a customer? How

often has someone wowed you through that extra bit?

Think of the employee who delighted you and what it

was he/she did to delight you?



4/19

Customer Delight


Exceeding customers expectation is delightingcustomers.

The customer reacts with a wow in return for the

product/service.

Every interaction with the customer has anopportunity to create delight.

The challenge is to consistently maintain the delightfactor


5/19

Customer Delight is not about "moreCustomer Service

Customer service is what we do tocustomers

Customer delight is what thecustomer feels when they havebeen delivered with services

http://www.google.com/imgres?imgurl=http://www.edupics.com/en-coloring-pictures-pages-photo-waitress-p4590.jpg&imgrefurl=http://connections.superprod.com/blog/superior-connections&usg=__g8xGFZ-RoOV_MWnpVD36EZO2vNI=&h=750&w=531&sz=46&hl=en&start=3&um=1&itbs=1&tbnid=FsllXr4UR7GLMM:&tbnh=141&tbnw=100&prev=/images?q=Tips+for+Good+Customer+Service+:Identify+&+anticipate+needs+%E2%80%93+Customers+don%E2%80%99t+just+buy+products&um=1&hl=en&sa=N&rlz=1T4ADFA_enUS386US386&tbs=isch:1http://www.saama.com/


6/19

The Service-Profit Chain:


Good Service = Satisfied Customers

Better Branding -- Higher Sales - (High)

Revenue/More Profits (Higher)

Incentives/Bonus to Employees Service

Oriented Employees


7/19

Delight makes repeat business and new business easily

possible


Quantify Customers in Monetary Means


8/19

Challenge Everyone To Get Involved

Customer delight must be a way of life for

everyone at Saama

Go out and set the example by delighting

customers without any hesitations

What is the measurement?

* Our BI brand is rocking

Dont we want to be the Starbucks of BI

the world?

http://www.google.com/imgres?imgurl=http://fcom.us.es/blogs/internacionalizacion/files/2009/04/starbuck.jpg&imgrefurl=http://fcom.us.es/blogs/internacionalizacion/2009/05/04/starbucks-coffe-la-gran-mentira-de-la-globalizacion/&usg=__6o0ctdqnAjLgqa8rVxjCk4g13lM=&h=515&w=528&sz=136&hl=en&start=9&um=1&itbs=1&tbnid=4ZD4uHXstavYbM:&tbnh=129&tbnw=132&prev=/images?q=starbuck&um=1&hl=en&sa=N&rlz=1T4ADFA_enUS386US386&tbs=isch:1http://www.saama.com/


9/19

Be Customer Champions

It is hard to focus on the customer delight

If it were easy, we'd all be doing it

That is why everyone needs to be customer champions

who, similar to the green, black and other belts of Six

Sigma, spot opportunities for customer delight

Even if one is doing an assignment, still keep the

eyes and ears wide open for spotting opportunities to offer

BI solutions



10/19

Define Delight Factor

Truth is every touch point

with a customer can be a

point of delight.


Miss India from Pune


11/19

Do not Leave Room for Compromise

As a customer, we do not like our wine to be watered

down

It either delights, or it does not

So every time we make an internal compromise, ask

what the customer would think of it and if he would like

it or not... challenge it head on



12/19

Branding

Remember a mere soap is not

sold as soap

Different brands have USP AND

CONSUMER loyalty built notaround the brand, but to the extent

of which what is promised is

fulfilled through the services

delivered and determining delight

http://www.google.com/imgres?imgurl=http://social-media.co.uk/images/brand-reputation-management.jpg&imgrefurl=http://social-media.co.uk/brand-reputation-management.php&usg=__amQv7W13ZfVukB2nLfYbZErEMoc=&h=346&w=346&sz=51&hl=en&start=22&um=1&itbs=1&tbnid=7-YDDAlLTXyp3M:&tbnh=120&tbnw=120&prev=/images?q=brand&start=18&um=1&hl=en&sa=N&rlz=1T4ADFA_enUS386US386&ndsp=18&tbs=isch:1http://www.saama.com/


13/19

Dismiss Orthodoxies

Creating delight is about breaking away from the

pack, simply doing something different

This could be a good place to start.



14/19

Get the Customer Involved

Customers have a pretty good

idea what they like and dislike

when confronted with it. Take

advantage of that. You might

learn something :-)

http://www.google.com/imgres?imgurl=http://medicblog999.files.wordpress.com/2009/08/pure-adrenaline-rush.jpg&imgrefurl=http://medicblog999.wordpress.com/2009/08/27/the-handover-edition-7/&usg=__6-UxWYt4mfY1gL7cUpBbTKMARvM=&h=654&w=600&sz=64&hl=en&start=18&um=1&itbs=1&tbnid=BAo6mQnB5wfRVM:&tbnh=138&tbnw=127&prev=/images?q=adrenaline&um=1&hl=en&rlz=1T4ADFA_enUS386US386&tbs=isch:1http://www.saama.com/


15/19

Engagement Counts

Be Mentally and Emotionally Engaged .

Do whatever it takes to delight the customer

Be conscientious about the work

Comply with policies and procedures

Fully engaged employees are only passionate about the

work



16/19

What to Believe

Remember that what ever may be your role, believe and

behave like an expert

Believe that you are the best person to deliver it

As we are all customers ourselves, every one of us is a

specialist in the area of customer delight



17/19

Saama Customer Delight Index

We now have a process to measure how each one is

contributing to customer delight at Saama

We survey every customer side manager when ever an

assignment ends or the client side manager changes or

when one has completed six months in same assignment

The data collated will help us in establishing an index

We will share this information in future

Ideally we should be aiming at an index not less than 9 or 10



18/19

Tips for Good Customer Service

Identify & anticipate needs Customers do not just buy

products/service; they buy good feelings & solutions

Make customers feel important & appreciated

Avoid rushing or doing too many things at once

Apologize when something goes wrong

Service a little more than they expect

Use positive verbal & body language

Add your own individual touch to the service level - that is

like icing on the cake



19/19

Saama-Confidential Page 19Tuesday July 24 2012

Here is what we learnt:

Customer delight is different from customer satisfaction

Customer delight is everyones responsibility

Delight makes repeat business easy

Branding becomes stronger

Delighting flows from engaged employees adrenaline

It is not about serving, it is all about gracefully serving like theJapanese do

Summary

customer delight - recorded

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