This is the final post in the series, "How to Drive Delight the Mercedes-Benz Way."
In my book, Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way, I detail how Mercedes-Benz leaders transformed their customer experience through a clearly defined set of strategic objectives. The goal of those objectives was to transcend customer satisfaction and instead deliver customer delight. So, what are the differences between customer satisfaction and delight and why did Mercedes-Benz set delight as their goal?
Consumer research shows that up to 75 percent of customers who stop doing business with a company were satisfied or even “very satisfied” when they left. Clearly, when Mercedes-Benz dealers dissatisfy customers – those customers are likely to leave. Unfortunately, when Mercedes-Benz satisfies them - that didn’t ensure that they are going to return or recommend the luxury automaker. By contrast, when brands like Mercedes-Benz satisfy and deliver positive emotions, customers report higher engagement levels that predict repeat business and referrals.
Are you measuring customer satisfaction or delight?
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Break the Glass – The ABCs of Customer Experience During COVID-19
Break the Glass – Be Surprisingly Kind
Break the Glass – Set Expectations
Break the Glass – Anticipate
Break the Glass – Listen
Sharing Not Telling – Gratitude and Hope in Action
Leadership is NOT Waiting to Follow – Be Thoughtful, Proactive, Humble, and Courageous
Leadership and Life Lessons Learned In a Pandemic – My Offer of Service
VUCA, Coronavirus, and Tools for Human Experience Leadership
Listening and Leading Customer Experience in Uncertain Times
Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience
Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!
The Art and Heart of Successful Human Experience Training | A Path Infrequently Traveled
Being Surprisingly Kind | Starting a Movement for Customer Experience and Beyond
Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience
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