The world has come to a virtual standstill and the impact of an impending recession is going to be far-reaching. Given the looming economic downturn, a compelling lesson to learn is that excellent customer service is critical to your success and can greatly impact your bottom line. In order to be relevant in such uncertain times, the ability to surprise and delight your customers is a great way to increase customer loyalty, drive referrals and repeat business. Surprise and delight is a strategy of going the extra mile and exceeding customer expectations. Customers will show their appreciation by sharing what they received by the brand in their various social media channels. According to reports, almost 61% of customers share their experiences with friends and family, so it does make sense that the word-of-mouth is positive. TOMS footwear and Zappos are on top of this game and are taking wowing customers to the next level. Both continue to surprise and delight their customers through personal and emotional connections. People actually call Zappos customer service line to hear the company’s joke of the day and their customer loyalty agents have no script. How cool is that?
There’s immense uncertainty, risk and complexity that cloud the business ecosystem today and maintaining a strong customer-centric focus is critical to your success. This means fostering delight and trust because customers have specialized needs and preferences now and satisfaction is not enough anymore, companies need more focus and consistency in exceeding their highest expectations.
The writing on the wall is clear, hence it’s important to keep customers at the center of strategic decision making and use customer insights to define the measures you should take in such uncertain times. Here’s how you can make customers keep coming back for more by eliciting surprise and delight: