Delighting customers should be a business goal year-over-year. Satisfying prospects from the initial conversation, all the way through your partnership is critical to keep them as a client and for them to become your promoter. Use the 6 strategies below to help amplify your customer delight in 2019 and beyond.
1. Double Down on Your Efforts
What you put into a project or relationship will be what you get out of it. Simply stating, if you put maximum effort into your clients, product/service and prospects, the results will follow. Handle each aspect of your business with effort and care. This will ultimately solidify the partnerships you’ve formed and show how much delighting those you work with is important to you.
2. Ask for Feedback
Often times, you never know what your team is excelling at or falling short of, if you don’t ask. Examining what your team is doing from an outsider's perspective can make a world of difference. Ask your clients to share with your team what is working well, the areas they are struggling with and where they see future opportunities. Knowing exactly how clients and prospect feel, give your team the chance to make changes and focus on creating the best possible customer experience. Use an open forum, send surveys or even interview your clients to get their input. Don’t be afraid to ask for feedback, it will truly benefit your organization and the relationships you have.
3. Invoke Clear Communication
There is nothing better than having everyone on the same page...and that starts with clear communication. It is usually better to over-communicate to ensure each party knows exactly what is happening and expected of them. Create agendas for meetings, so everyone has visibility to the same information. Send post-call/meeting recaps, including action items, next steps and key points from your conversations. Simply sharing details clearly can give your prospect or client confidence that your team values the relationship and wants to share what is or isn’t happening.
4. Be Transparent
At MPI, transparency is one of our core values. Sharing details about our business and the direction we’re headed, as well as posting real-time campaign results for our clients to see are just a few ways we highlight transparency at MPI. Being completely honest and upfront has been the foundation for the strongest partnerships we have. Showcasing results, capabilities and analytics when they’re positive or negative displays honesty and invokes trust.
5. Highlight Positivity
Language is a crucial part of people, perception and persuasion. When you have upbeat and positive energy, it will radiate onto those around you. Prospects and clients want to do business with those who believe in what they’re doing, represent their brand to expected standards and have an optimistic outlook. Additionally, invoking small changes in the way you speak with clients can greatly affect how the customer or prospect hears your response. When sending emails or convey in-person or phone messages, take extra time to ensure the words you use and the tone of your voice are positive. The positivity you show will go a long way with delighting everyone around you.
6. Willingness to Learn
Having the drive and the willingness to learn will not only help with workplace growth, but personal growth as well. Taking time to grow your knowledge about clients you work with, prospects in your pipeline and overall processes and procedures will give everyone comfort that you have intelligence on the subject matter and are prepared for what you’re doing. When you show you took the time to learn and even adapt to someone’s strategy or workflow, comfort and trust will increase exponentially.
These are just 6 ways you should improve customer delight at your workplace. Tailor these strategies to the individuals you’re working with, the company they work for and the processes that foster the relationship by exceeding expectations. To learn more about customer delight and other marketing trends, download our whitepaper.