The download on delivering delight

Posted by on May 15, 2012

Some Marketwavers recently attended a Richardson Chamber luncheon focused on “delivering customer delight.” The speaker, Steve Zipkoff, President/CEO of Zipkoff Solutions, discussed his primary premise: if you can delight – or give great pleasure – to customers and employees, they will stick with you forever. We walked away with some valuable tips that could lead to increased sales and profits, employee retention and improved morale. A few of them include:

  1. Ensure you add value – not what you perceive it to be, but what your customers or clients perceive it to be. Show that you understand what is valuable in their eyes.
  2. Become a quick-change artist – understand how to be adaptable. Your customers are changing all the time.
  3. Behave like you’re in business for yourself – assume more personal responsibility for the success of your company, rather than focusing narrowly within the boundaries of your job description.

When it comes to client service, we should always strive to anticipate and exceed expectations. Each day we think about making sure we delight our clients in some way.

When have you been delighted by a company or customer service? What did you do as a result?


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