{"id":359893,"date":"2022-05-27T16:15:16","date_gmt":"2022-05-27T23:15:16","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/?p=359893"},"modified":"2023-08-21T05:36:31","modified_gmt":"2023-08-21T05:36:31","slug":"customer-delight","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/customer-delight\/","title":{"rendered":"Customer delight: What it is with example"},"content":{"rendered":"\n<p><span style=\"font-weight: 400;\">By taking care of your customer, you are actually setting in motion a process that fixes the system and improves the company, leaving the customer better off in the process. This is going beyond providing a good customer experience to providing customer delight.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What is customer delight?<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">What does it mean to be delighted? And, more specifically, what does it mean for your customer to be delighted? Customer delight is the concept of not only meeting your customers\u2019 expectations but exceeding them to the point that they are gleaming with joy. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">It\u2019s anticipating your customers\u2019 needs and acting on them, removing communication hurdles, and continually making them feel like your only customer. It\u2019s no secret that customer delight lends itself to positive word-of-mouth marketing, increased customer satisfaction, and decreased churn.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">From a company perspective, it\u2019s important to note that customer delight is the duty of all employees who will come in contact with customers and prospects. A customer may have a positive user experience, but that can quickly be overshadowed by a negative experience encountered with the invoicing team.<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to improve customer delight?<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">The best way to ensure customer delight internally is to establish a customer-centric culture: always be asking what is best for the customer experience.&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Customer delight is not something that exists on a grand scale between businesses, either. As consumers, we are all constantly entrenched in situations involving our experiences with brands and companies. For example, think about the last purchase you made from a store. <\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Was there ample parking? Was the item you were looking for easily found? Was the cashier friendly? All of these occurrences are a part of the broader customer experience, and the level of delight you have is dependent on all of them.&nbsp;<\/span><\/p>\n\n\n\n\t<div class=\"banner-section wf-section\" lang=\"\" >\n\t\t<div class=\"right-column-container\">\n\t\t\t<div class=\"bannerbg white\">\n\t\t\t\t<span class=\"h1-2\">Create memorable experiences based on real-time data, insights and advanced analysis.<\/span>\n\t\t\t\t<a href=\"#userliteForm\" data-toggle=\"modal\" class=\"button w-button\">Request Demo<\/a>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\t<div class=\"userlite-modal modal fade\" id=\"userliteForm\" tabindex=\"-1\" role=\"dialog\" style=\"display: none;\">\n\t\t<div class=\"modal-dialog\" role=\"document\">\n\t\t\t<div class=\"modal-content\" role=\"document\">\n\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t<button type=\"button\" class=\"close\" data-dismiss=\"modal\" aria-label=\"Close\">\n\t\t\t\t\t\t\t<i class=\"material-icons\">close<\/i>\n\t\t\t\t\t\t<\/button>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"contact-us-form-wrapper contact-box\">\n\t\t\t\t\t\t<div class=\"userlite-form-wrapper\">\n\t\t\t\t\t\t\t<iframe src=\"https:\/\/www.questionpro.com\/userlite-form-blog-en.html?product=CX&amp;referralurl=https:\/\/www.questionpro.com\/blog\/wp-json\/wp\/v2\/posts\/359893&amp;lang=en&amp;cat=customer-experience\" style=\"display: block;\" ><\/iframe>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<div class=\"demo-form-wrapper success-message-div\" style=\"display:none\">\n\t\t\t\t\t\t\t<p class=\"success-message-para\"><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Customer Delight Example<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">I love doing my Doctor\u2019s job for him.&nbsp; It doesn\u2019t pay anything, but I get to follow up with him multiple times to make sure he gets my prescriptions right and they are received by the pharmacy.&nbsp; Sound familiar?&nbsp; The pharmacy claims they don\u2019t receive them and the doctor says he sent them, so I get to be the errand boy until I finally get my meds.&nbsp; But at least I get to talk to my doctor frequently, which we all want, right?<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">For the past 20 years of our careers, we\u2019ve been focused on fine-tuning business systems and holding people accountable, so perhaps we\u2019re a bit overly sensitive to obvious areas where a little focus on the system could greatly increase the customer experience.&nbsp; Should we expect the Doctor to get the prescription right, the electronic system to send that to the pharmacy, and the pharmacist to prepare it correctly?&nbsp; That alone would be a good enough customer experience, but is this good enough?&nbsp;&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">Imagine a utopian world where the doctor sends a prescription that takes you multiple calls and a video interview to finally get to the pharmacy.&nbsp; In frustration, he admits that this happens often and they\u2019ve complained to the clinic\u2019s management that the electronic systems are failing, but nothing improves.&nbsp; As a customer, that\u2019s a problem for you, but it\u2019s ultimately their problem.&nbsp; You\u2019re frustrated, but you can\u2019t fix it.&nbsp;&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">In your helpless frustration, you get a call from the office manager apologizing for the hassle and they reimburse you for the co-payment.&nbsp; No, that didn\u2019t happen, but it could have.&nbsp; Now imagine this happening over and over again with other patients. As lost dollars stream out of the clinic, would management recognize and fix the system?&nbsp; You bet they would, and fast.&nbsp;&nbsp;<\/span><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion<\/h2>\n\n\n\n<p><span style=\"font-weight: 400;\">At QuestionPro, we have frequent discussions about Doctors, pharmacies, and clients.&nbsp; As a fast-evolving and rapid learning organization, we work every day to practice what we preach. By discussing real situations both in and out of work, we dig for the kernels of truth and then work to fine-tune our own systems through these lenses and lessons.<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">As a customer-centric company, everything we do is for the betterment of our customers. All our offerings exist to ensure that our customers are getting fast, reliable feedback they need to inform them about their customers\u2019 and their employees\u2019 experiences.&nbsp;&nbsp;<\/span><\/p>\n\n\n\n<p><span style=\"font-weight: 400;\">If you have a good (or bad) experience story, we\u2019d love to hear from you.&nbsp; Let\u2019s collaborate together to help work out the bugs in your customer experience systems so you can truly provide delight to your customers.&nbsp;&nbsp;&nbsp;<\/span><\/p>\n\n\n\n<p class=\"has-text-align-center\"><a class=\"square-cta secondary-lined-cta\" href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?sourceRef=blog\"><strong>CREATE FREE ACCOUNT<\/strong><\/a><\/p>\n\n\n\n<p><strong>Authors<\/strong>: Stephen Zerr &amp; John Speth<\/p>\n","protected":false},"excerpt":{"rendered":"<p>By taking care of your customer, you are actually setting in motion a process that fixes the system and improves [&hellip;]<\/p>\n","protected":false},"author":80,"featured_media":359894,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[169],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer delight: What it is with example | QuestionPro<\/title>\n<meta name=\"description\" content=\"Customer delight is the concept of meeting your customers\u2019 expectations and exceeding them to the point that they are gleaming with joy.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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