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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/7/31/2019 Customer Delight - Recorded
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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
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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?
Saama-Confidential Page 3Tuesday, July 24, 2012
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Customer Delight
Saama-Confidential Page 4Tuesday, July 24, 2012
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
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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
Saama-Confidential Page 5Tuesday, July 24, 2012
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/7/31/2019 Customer Delight - Recorded
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The Service-Profit Chain:
Saama-Confidential Page 6Tuesday, July 24, 2012
Good Service = Satisfied Customers
Better Branding -- Higher Sales - (High)
Revenue/More Profits (Higher)
Incentives/Bonus to Employees Service
Oriented Employees
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Delight makes repeat business and new business easily
possible
Saama-Confidential Page 7Tuesday, July 24, 2012
Quantify Customers in Monetary Means
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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?
Saama-Confidential Page 8Tuesday, July 24, 2012
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/7/31/2019 Customer Delight - Recorded
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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
Saama-Confidential Page 9Tuesday, July 24, 2012
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Define Delight Factor
Truth is every touch point
with a customer can be a
point of delight.
Saama-Confidential Page 10Tuesday, July 24, 2012
Miss India from Pune
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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
Saama-Confidential Page 11Tuesday, July 24, 2012
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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
Saama-Confidential Page 12Tuesday, July 24, 2012
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/7/31/2019 Customer Delight - Recorded
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Dismiss Orthodoxies
Creating delight is about breaking away from the
pack, simply doing something different
This could be a good place to start.
Saama-Confidential Page 13Tuesday, July 24, 2012
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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 :-)
Saama-Confidential Page 14Tuesday, July 24, 2012
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/7/31/2019 Customer Delight - Recorded
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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
Saama-Confidential Page 15Tuesday, July 24, 2012
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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
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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
Saama-Confidential Page 17Tuesday, July 24, 2012
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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
Saama-Confidential Page 18Tuesday, July 24, 2012
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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
http://www.saama.com/