In 2013, research leaders with Gartner set out to answer three critical questions for customer service leaders: In reality, exceeding expectations, or delighting customers, may create “feel good” moments, but doing so has low impact on loyalty or repeat business. “Companies told us that they try to delight customers because they believe there are significant economic gains to be made by exceeding the service expectations of their customers,” says Nick Toman, Group Vice President, Gartner and co-author with Matthew Dixon and Rick Delisi, Principle Executive Advisor, Gartner of The Effortless Experience, Conquering the New Battleground for Customer Loyalty (Portfolio/Penguin, 2013). ![]() Service leaders believe that if they can exceed, not just meet, customer expectations, they will boost loyalty - exponentially. In an era of commoditization and customer empowerment, organizations seek to differentiate their products and brands with exceptional customer service. The hotel’s effort to delight Cheryl is a classic play for customer loyalty. A week later, when she needs a duplicate copy of her misplaced bill, however, she is frustrated with the number of phone calls and emails required to get it.ĭoes Cheryl’s delight at the cookies outweigh her frustration at trying to get her bill? Which experience has more of an impact on her loyalty to the hotel chain? “ Delighting customers, may create “feel good” moments, but doing so has low impact on loyalty or repeat business” On a recent business trip, Cheryl arrives at her hotel and is delighted to find a plate of warm chocolate chip cookies waiting for her in the lobby.
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