Most marketing textbooks preach creating that elusive customer delight, experiences those wow our customers. Still, most often, we find ourselves offering that mediocre or ‘just ok’ service delivery. Especially in India, managers don’t get bothered much till the time work is done and customers served. The ‘customer delight’ talks are reduced to just a popular topic in new hire training sessions or annual staff retreats and KPIs.
We need to realize that more than attitude change, creating customer delight is a behavioral change for the employees. It can only be brought about when it becomes a DNA of organization’s culture, a part of what everyone does everyday. It comes through when
…..we strive to improve and differentiate every action of ours, be it anything at office or personal lives.
…..when we put ourselves in our customer’s shoes and think of things which would delight us.
…..we put our money where the mouth is and take company decisions and do resources allocation to create that experience.
…..when we hire and fire on our values which, of course, need to include customer delight.
…..when the whole company does it and we learn continuously from our peers and try to outperform them
Difficult indeed, but things need to start somewhere to reach the pinnacle at in the future.