In a world where customer support is increasingly the difference between buy or no buy, stay or no stay, just about everyone loves to market themselves as ‘customer centric/driven/motivated/leading/delightors/dinosaurs/satisfyers/ninjas/hillbillies’.
A phrase I regularly hear is ‘we love to delight the customer’. But what does that mean? From a corporate point of view, it’s usually sales based – ‘we love to delight the customer’ = ‘we make people happy enough that they keep buying from us’. This counteracts the selfless act of delighting another human being – or, to remove the buzzword – unselfishly making another human happy for the sake of happiness.
With everyone apparently looking to ‘delight’ the customer, the companies that really mean it with true intentions still stand out from the pack. Amazon, Apple, and John Lewis (UK) are all examples of companies famed and loved for their customer service, a by product of which is customers come back again and again, or in the SaaS world… keep on subscribing.
I had a great experience that made me happy today. I wanted to share it quickly, because credit where it’s due and all that.