Target Delight Instead of Satisfaction | How to Drive Delight the Mercedes-Benz Way
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?
Know Your Customers - How to Seize Opportunities and Engage Loyalty
How to Actually Win Customers - Move Astonishingly and Brazenly Fast
PODCAST - Cut the Clutter: How to Create Customer Delight By Making Less More
PODCAST - Do You Want More Business Success? Here Are 6 Steps for Sparking Customer Value
PODCAST: Winning the Customer Experience - How to Drive Customer Loyalty and Referrals
PODCAST: Top of Heart Not Top of Head? Sparking Delight Across Every Customer Experience
PODCAST: Customer Satisfaction vs Delight? Make the Choice for Business Survival
PODCAST: Amping up Delight - How to Actually Maximize Customer Pleasure
PODCAST: Are You in the Delight Business? How to Mix Pleasure into Every Customer Experience
PODCAST: Stick the Landing - How to Use the Peak End Theory to Amaze Customers
PODCAST - Will You Still Love Me Tomorrow? How to Guide Customers Through Transitions
PODCAST - Moments of Truth: How to Master What Actually Matters to Customers
PODCAST - So You Want to Measure Customer Effort - 3 Things You Must Know
PODCAST - Are You Easy? How to Drive Loyalty by Reducing Customer Effort
What’s Love Got to Do with It? - How to Conquer Customers’ Hearts
Customer Experiences Beset with Bows - How to Celebrate and Delight Every Time
Stop Your Customers From Leaving - 5 Things You Urgently Need to Fix
Thanks for the Complaint – 4 Tips for Jaw-Dropping Customer Experience Fixes
Do Rewards Programs Produce Loyalty
Return on Experience - The Pot of Gold at the End of the CX
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