How to delight the customer? See 6 precious tips for your business
Understanding how to delight the customer of your business is very important for any company, regardless of its operating segment and size.
Consumers, after all, are (or at least should be) the focus of every organization.
And generating value for it has to be priority number 1. Even because the competition is increasingly fierce.
Regardless of the sector in which you operate, it is essential on a daily basis to seek practices that show why customers should buy from your company – and not from opponents.
And you don’t want to be just another one, right?
So, knowing how to delight the customer is what will set your organization apart.
However, some steps are necessary – and they need to be followed very carefully.
We’ll talk about them from now on. We’ll give you some tips on how you can successfully fulfil this mission every day.
Let’s check it out? Good reading!
Exceeding expectations: the first step on how to delight the customer
One thing needs to be clear from the start: delivering only what was purchased is an obligation.
What do you do more than that, then yes, is the initial way to understand how to delight the customer to be seen as a reference.
We live in a world increasingly impacted by technology – and this has made consumers more demanding.
In the past, it was very common for people to make great efforts to find both the desired product or service and a trustworthy company.
We are impacted daily by both content and ads. And making decisions is easier for the customer.
He realized that he had the power of choice and that he didn’t have to settle for the first offer he came across.
Yes. The game, this time, has turned.
Therefore, within this scenario, differentiation is important. And the understanding that this must happen from the first contact he has with the brand goes through the mission of the client.
It is necessary to hold your attention amidst a flood of possibilities so as not to go unnoticed.
Because when you succeed in this task – from customer service, the benefits are clear and immediate.
Benefits of delighting the customer
Enchanted consumers are loyal, proactive, and a great way to mainly generate new sales. And if that happens, you will have a Customer Acquisition Cost (CAC), much lower.
On the other hand, LTV, Life Time Value, will be higher. After all, he will stay with you as long as possible. Why will he switch brands if he is having success with yours?
A strong bond, a really powerful link between business and consumer creates evangelizes. This person will refer you to other customers – which will make your sales cycle shorter.
That is, it will take less time to convince someone to buy your product or service.
Your customer will have already done this work for you. More than that, it’s much easier to put in place upselling strategies for those customers who already know you.
In addition to being open to offer, you will know how to generate value and show the benefits of, for example (for those who sell MRR), a more complete subscription to a service.
6 tips on how to delight the customer daily
Focus on the customer and on generating value for him. This is what companies need to understand and be clear about in their daily lives.
More than showing authority in your segment, it is necessary to make it clear that there is a concern with the success of customers.
That, if a person trusts the brand, she will seek all the means for him to have the best possible experience.
Selling is important, and everyone wants to increase their sales. But, this cannot happen at any cost.
Read: you can’t just be consultative, worried about the prospect’s “pains” and, after selling, simply forget he exists.
First, how are your company’s values exposed? What message will be transmitted? That you were only interested in his money, right? That sucks.
Secondly, be prepared to really, at all points of the sales process, that is, before and after the sale, be available to those who consume you.
That’s when you’ll start to be successful and understand how to delight your customer.
Below, we have separated 6 actions that can make this mission easier within your company.
1 – Know your customer very well
The first step to truly understanding how to delight your customer is… getting to know them very well, obviously.
You see, serving those who come to you well is actually an obligation. Being kind, welcoming and considerate is an essential item and, in fact, I don’t think we need to talk much about it, right?
But to truly know the persona of her business is to understand what “pains” she has.
Why is she approaching you? What is her primary need? Know this and then you will have a successful path to follow.
Be consultative. Listen, understand and show how you can help. Support. Anyone looking for a solution obviously has a problem. And those who have problems are generally in a hurry.
Make this clear and don’t waste anyone’s time. With full knowledge of your customer, you will readily understand what he needs and show it to him.
This is without a doubt the first step towards enchantment.
2 – Generate empathy and trust
However, there is no point in knowing that you understand them if you don’t demonstrate it in an empathetic way that builds trust in the prospect.
Your inbound marketing strategies have certainly attracted the customer and made them trust you.
After all, he felt comfortable filling out a form and providing the details for his pre-sales team to contact. Excellent.
The first hurdle has been overcome. Now, in addition to knowing well who is on the other end of the line, it is necessary, with actions, to go further.
The first point is to seek a connection between the seller and the prospect. The famous “break the ice”. A good way to do this is to apply rapport techniques, where you “mirror” the way you talk to whoever listens to you.
Light subjects like the weather, football, movies, among others, are good ways to try to open up before talking about business.
Tuning created, it is time to show why the company is different from the competition.
Open your sales playbook and share data and success stories from other consumers who had problems similar to this opportunity.
Be didactic about how exactly your product or service worked for these customers. Simplicity and objectivity is what they both need right now.
3 – Offer something more
We mentioned this earlier, but it is important to ratify. To delight customers is also to offer a complimentary offer, applying cross-selling techniques.
The idea here is to provide the customer with the possibility of adding something that can improve their experience and that they didn’t realize at first.
The Subway is a good example. If you’ve ever been to one of the restaurants, you’ve probably heard the following question: “double cheese for 1 real?”.
For those selling SaaS, why not offer implementation or consulting hours? In addition to being a good practice aimed at the customer’s success, it is a way to make an extra profit on the business.
But again, be clear: the intent is not to take every penny from the customer. Make an offer that really adds and meets the consumer’s needs.
If you try to “push” new sales at any cost, that’s the opposite of how to delight the customer.
4 – Empower your teams
Everyone who is not from the sales area is from the cost area. What does this mean exactly? It is essential that everyone is able to somehow manage to serve customers well.
Regardless of being part of the sales force, any professional needs to know how to be kind, considerate and proactive when dealing with a customer or partner.
Look: it is also sold at these times. Imagine you, what impression people will have if any employee is rude or sloppy at some point in contact?
As much as the negotiation is not taking place at that moment, it is an image and a concept that will be created and that will be registered.
Therefore, those who are not in line with best practices are from the cost area. It is harming the company. No profits.
Therefore, everyone needs to be aware that they are part of the business. Which are also the company, regardless of its hierarchical level.
Of course, the example needs to come from above. Good administrative management, which shows with examples – not just words – what must be done is essential.
And even if you’re not on your best day, the customer isn’t at fault, right?
5 – Be agile to answer
Agility and assertiveness are essential at any point in the sales process. When we talk about offering support, then these elements become even more relevant.
Because, after all, whoever has a problem is in a hurry. And one way to provide leeway and agility is, in addition to having a well-defined SLA, is to offer an omnichannel experience to your customers.
Start and end the same service on different platforms and let them feel comfortable and confident in knowing that their request will be promptly attended to.
This is an important practice on how to delight the customer and keep them loyal to your brand. Properly manage your ticket queue.
Structure the area well and don’t keep your customers waiting.
Nothing is worse for your sales metrics than a churn, even more so after consumers are asking so much for your help – the basics of offering a service or product.
6 – Have a proactive success area
Having a well-structured customer success area is undoubtedly a great practice on how to delight your company’s customers.
This is a sector of the organization that takes control of the situation. Who is always available to consumers to share the best way to use the service or product hired.
It is the person who ensures the quality of delivery and who takes care, for example, if any user is not accessing your account.
Therefore, you are also responsible for avoiding possible cancellations – which is bad for any business.
It will include customer retention, customer engagement with the brand, as well as feedback and insights to improve the quality of delivery that the company has today.
In this way, the process will always be in constant evolution and your consumers will be increasingly loyal and evangelized to your company.
And then, how can we help you?
If you have any questions or want to know more about how to delight customers.
Enjoy and read two articles that will help you understand how to always generate more value for your consumers.
The first talks about the importance of onboarding in companies and how it has a positive impact.
The second addresses how relationship marketing attracts and retains people to organizations.
Understanding how to delight the customer of your business is very important for any company, regardless of its operating segment and size. Consumers, after all, are (or at least should be) the focus of every organization. And generating value for it has to be priority number 1. Even because the competition is increasingly fierce. Regardless of the…