Inscrivez-vous ou connectez-vous pour rejoindre votre communauté professionnelle.
If the end goal is Customer Loyalty, lets try and define the route to get them there.
customer satisfaction refers to just satisfying his work , just for the sake of doing.
Customer delight refers to , not only satisfying his work, but also, giving more offer to him , so , that he must come again and again.
customer loyalty refers to following the customers day to day activities of the product.
These are are simple English words with high importance in business.
delight simply means very satisfied. angry, unhappy, satisfield, delighted customers are categories representing how the customer rate your offer against his expectations from your offer, and what is the impact on the future business.
The lesser your offer meet customer expectations, the more probability the customer will become unhappy or angry, hence less repeat or referral business in future.
The more your offer meet customer expectations, the more probability the customer will become happy or delighted, hence more repeat or referral business in future.
example: my TV got some problem within a month of purchase. I was expecting no-problem for 2 years, so I became unhappy. I tried customer care expecting quick and polite service, but I got angry when they blamed me in harsh tone for the fault, so I became angry. service engineer came next day, which I was expecting, and temporarily replaced my TV till my TV get repaired. I was not expecting temporary replacement, so I became satisfied. After one week service engineer came with repaired TV, which I was expecting, so I became satisfied. They expressed apology and extended my TV warranty for one more year, which I never expected, made me delighted.
As a sales person or customer service you aim should be customers loyalty.
The customer satisfaction you will have it simply when that customer is satisfied about your products but the customer delight will have when your products solve a problem for the customer and it will take a long time to have the third level which is customer loyalty
