Creating Customer Delight

Customer Delight refers to surprising your end consumer with an offer / discount / gift etc which creates a positive impact and influences their buying behaviour. With the new age of innovation and technology we have now come to what is called ” customer experience”. This refers to the complete brand experience which your customer has from the time he thinks of buying / using your product to purchasing and after sales service. Now everything being virtual , brands too need to grow and innovate themselves to suit all the needs and aspirations of the end consumer.

Sharing with you a few steps I think brands can take to create an holistic Consumer Experience.

1. Engage with your Customer to understand their changing needs, aspirations and demands.
2. Create need for your product / service by attracting them through various sales and marketing incentives.
3. Retain existing customers by listening to their voice / feedback.
4. Sustain your product line even during the process of innovation of new products and services.
5. Delight your consumers through personalization
6. Make your brand – product of choice
7. Welcome new consumers for initial experience.
8. Brand recall leading to word of mouth publicity

While we all understand that creating a brand is not easy. What is important is we focus on every step and work hard as a team to build a brand that creates customer delight.