041: Does "Surprise and Delight" Work to Retain Customers‪?‬ Crack the Customer Code

Adding "Surprise & Delight" to your customer service strategy, while an incredible opportunity to build a dedicated consumer base, is harder to execute than you may expect.
Adam and Jeannie discuss the trend of “Surprise & Delight” (or S&D, as some have started to dub it). Quite a few business leaders have been using a Surprise & Delight strategy to create joy and lasting memories among customers.
But is it an effective strategy? The most effective? Loyalty programs often disappoint; customer dependency may cause dissatisfaction. How can a company implement this strategy to ensure customer satisfaction and cost benefit?
While it is difficult to come up with a pertinent system to measure it, Surprise & Delight is a great reinforcer for both long-term and new customers. Why? Because it builds brand loyalty and trust.
What are you really asking your people to do when you ask them to surprise and delight your customers? Listen in and find out!
Related Content

AirBnB
Hotel Indigo
Zappos



Sponsor Message
Customer Experience is hot… but are you taking advantage of its huge potential to make your services business more prominent and profitable? Join Service Strategies for an informative Customer Experience Workshop in San Diego on October 27th. You’ll learn how to create customer success while generating profitable revenue for your services business. The workshop is part of the Service Industry Summit event, which bring together leaders from companies like Cisco, Dell and others to discuss the challenges of a changing service landscape. Visit servicestrategies.com to learn more.
Take care of yourself and take care of your customers.

Learn more about your ad choices. Visit megaphone.fm/adchoices