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Customer Delight Reality Check

On a Scale of 1 to 5, How High Would You Rate?

In a recent Bain & Co. survey 80% of companies believed they deliver a superior customer experience but only 8 percent of their customers agreed. Why is there such a large gap and how can it be fixed?

Customers, clients, constituents are in a perpetual state of service experience evaluation. They evaluate you every time they interact with your people, processes or procedures. Every one of these moments of truth have the power to strengthen or to weaken their experiences and ultimately your bottom line, whether that's profit-driven, mission focused or politically mandated.

In our work with businesses as well as community, public and non-profit organizations we have found this undeniable truth:

Customer Delight = Your Customer's 3P Experiences

Customer Delight Reality Check, using quick pulse surveys, focus groups and point-of-contact interviews, will answer these five crucial questions about your customer's, clients or constituent's experience.

1. Does your service have a personal touch?

2. Are you easy or difficult to do business with?

3. Do you meet, exceed or disappoint expectations?

4. How do you compare to your competition – good, better or worse?

5. What one thing would have the greatest positive effect on your customer's delight?  

Are you flying blind?

Contact us to learn more about our Customer Delight Reality Check program that will turn your customer's voice into extraordinary service solutions. See some of our recent successes. You too can be on that list of winners.

Additional resources to ring your customer's bells.

Make sure you sign up for Make Waves!, our free e-newsletter on how to lead better, faster and smarter. Bonus: 35 page ebook 101 Bite Size Leadership Tips with a BIG Impact!