Strategies To Ensure Customer Delight Edu Ppt

Slide 1

This slide provides information regarding the key approaches to give the customers a delightful experience. The major approaches discussed are personalized messaging, quick support, anticipating customer needs, customer segmentation, educating customers, empowering employees, and embracing data.

Instructor’s Notes:

The key approaches to give the customers a delightful experience are as follows:

·      Personalization: Make the customer feels special by sending personalized messages on birthdays and festive occasions, curating special product combos and packages to fulfill their needs

·      Provide Quick Support: Provide support to customers on platforms where they are most active such as messaging platforms (WhatsApp) or social media channels such as Twitter. Delight them by assisting them there only, so that they don't have to leave what they are doing

·      Anticipate Customer Needs: Develop an ability in the agents to understand what the customer wants with limited information

·      Customer Segmentation: Group customers based on product usage so that it becomes easy for agents to engage with them effectively

·      Educate Customers: Send automated newsletters to customers to make them aware of new products and offers. Create and share product guides with customers containing information regarding the best practices and product usage

·      Empower Employees: Empower employees to make real-time decisions to make their experience delightful. For example, employees at the Ritz Hotel chain can spend up to $2,000 to delight their customers

·      Embrace Data: Use customer surveys and transactional data to make informed decisions to make customer's overall experience delightful

Slide 2

The purpose of this slide is to showcase the key performance indicators to measure customer delight successfully. The multiple KPIs highlighted are churn rate, retention rate, and customer lifetime value. It also contains the details of the formula to calculate them.