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?
Six Essentials to Actually Achieve Lasting Success
How to Craft a Legacy - Taking Your Impact to the Next Level
How to Create WOW - Five Ingredients for Customer Delight
How to Actually Shock Customers - Give Them Authentic Attention
Pause, Reflect and Learn – How Looking Back Actually Helps You Surge Forward
How to Deliver Customer Experience Excellence in 2023 - Invest in Artificial Intelligence
Being Present Means More than Presents - How to Absolutely Delight in Holiday Moments
Bitter to Loyal: How to Move Customers from Detractors Into Advocates
You Need to Deliver Extraordinary Customer Experiences - Now More Than Ever
Appreciating Customers Every Day - The Importance of Authentic Thanks
Have You Emerged Stronger Through Adversity? Four Evidence-based Lessons for Growth
Bring on the Service Professionals? It’s Time to Supplement Mainstream Self-Service
Don’t Just Solve Problems! How to Actually Reconcile Relationships With Compassion
Are You Winning Tomorrow? How to Really Create Lasting Customer Success
Being a Fred (or Davide) - Leveraging Passion to Actually Ensure Customer Loyalty
What Would your Customers Actually Say? Mustering Courage to Observe the Truth
Join the Convenience Revolution - How to be Easier to do Business With
PODCAST - Was Your Mother Right? Classic Wisdom at the Heart of Customer Success
PODCAST - How to Spark EI and CX - Igniting Empathy and Emotional Skill
PODCAST: Make Customer Breakdowns into Breakthroughs - How to Embrace Service Shortcomings
Join Podbean Ads Marketplace and connect with engaged listeners.
Advertise Today
Create your
podcast in
minutes
It is Free
The emPOWERed Half Hour
The Commercial Edge: Unleash the Power of People
Aligned Money Show
Gorse Culture PODcast : The H.R. Detective Agency!
HCI Leadership Revolution
The Ramsey Show
Planet Money