Rule #3: Delight the Customer - Deepstash

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Rule #3: Delight the Customer

Rule #3: Delight the Customer

Art by: Roberlan Borges Paresqui

Surprise a customer with something delightful and the effect is magical. It takes very little to do this, but it has very big returns. 

Here are a few examples of my personal experience with customer delight:

  • Fast response & product replacement (Pax)   
  • Going the extra mile to help (TurboTax) 
  • Personalization (Netflix)

Each of these customer experiences gave me unexpected, delightful moments. Even when I didn't get the outcome I wanted, these companies earned my loyalty with great experiences that made me want to stay and buy more.

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Had a conversation with a Food Brand last week with a clear challenge in customer service experience. They get complaints from customers every week. After so much probing I found out they have no customer experience design and customer journey map since their formation in 2014. Sharing this article was influenced by that conversation.

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