How to delight customers
A delighted customer is one that is completely satisfied with a
product or service from the viewpoint of quality, value for
money, reliability, and the level of customer service provided. To
delight customers you have to meet or exceed their expectations
under each of these headings. A delighted customer will
continue to purchase the goods or services you offer – repeat
sales are very important. Loyal customers are worth nurturing.
They buy more and buy more regularly. And the cost of selling to
them is low, whereas finding new customers can be expensive.
Satisfied customers will recommend products and services to
others. It has been established that dissatisfied customers will
complain to as many as ten other customers and potential
customers.
FACTORS INFLUENCING CUSTOMER
SATISFACTION■ Quality– the product or service meets customer expectations
on the degree of quality they require by delivering what was
promised. For products this will refer to such criteria as
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