Delight my client™
Delight my client™ is a framework for companies and groups to ensure that they can improve their customer satisfaction levels and sustain it through a managed and monitored process of surveys, customized workshops and training.
“Delight my client™” has been designed to enable a company to show their clients that they are important to them, they are willing to listen to their needs and make a concerted effort to rise to the clients expectation and address their needs.
The result of open communications and sustained improved customer satisfaction will result in a retained client base and a possibility to increase the influence in that account resulting in a return and growth on your investment. It is well known that it is easier and more cost effective to keep an existing customer than to find a new one.
A rose is delightful! Of all flowers, the rose is most often used to convey the message “you are special”. The Ignite approach engages both your team and clients (whether internal or external) in a two-way dialogue which shifts perceptions, leading to improved client satisfaction (and retention!) and a motivated and committed team. ‘Delight my client™’ is the ongoing alignment of your performance, passion and people to the clients expectation. The three pillars of Delight my client™ includes:
Delight Leadership
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Superior Service execution
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Delight culture
The managed and monitored process of surveys, customised workshops and training provides a framework to strive towards delighting your client.
Pact examples:
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Delight leadership
- Review client perception feedback
- Review internal team feedback
- Gap analysis
- Set vision and values to Delight my client™
Superior service execution
- Map the service process
- Uncover potential service issue areas
- Build plans to improve efficiencies
- Using client and internal feedback identify the thorns
- Creatively brainstorm ways to remove the thorns
- Review service recovery
Delight culture
- Interventions to encourage empowerment of team
- Team building
- Training in terms of customer satisfaction
- Build a Delight my client™ Pact based on company vision and values
- Present a measurable Pact to client