The Ultimate Guide to Customer Delight

Theinbound methodologyfocuses on three major principles: attract, engage, delight.

At its core, the inbound experience is a customer-focused way of doing business centered around helping people effectively solve their problems and challenges.

Marketing and Services drive the attract stage that draws customers to your business. Marketing and Sales then engage the lead and motivate them to convert. Finally, Sales and Service complete this flywheel by delighting the customer with a great purchase and fantastic customer support.

听起来很简单，对吧？

Well, not quite. In a truly successful inbound organization, customer "delight" is大家的责任 - 不仅是那些您的客户从您那里购买东西后可能会接触的那些人。

让我们更深入地了解我的意思delighting customers。

通过超越并创造令人难忘的客户体验 - 享受折扣，礼物，促销或自发外展活动，您可以在客户中建立情感上的联系和善意感，使他们更有可能忠于您的品牌长期-学期。

Delight是通过专注于他们的需求，兴趣和愿望为用户提供非凡的体验。喜悦的目标是让这些人如此满意和高兴，以至于他们外出并唱了您品牌的赞美。

那么,谁在你的公司bob全站appis responsible for delighting your prospects and customers?

谁负责使潜在客户和客户满意？

最成功的入站组织拥有合作的团队，以使其当前和潜在客户感到满意。当然，您的客户服务和支持团队在这里发挥了重要作用，但是所有其他面向客户的部门（例如营销，销售和产品）也是如此。

这是因为实现喜悦涉及超越客户在与您的业务的每一次互动中都有的所有期望（例如，访问您的博客，查看您的网站的定价页面，与销售代表聊天或寻求帮助使用您的产品）。当您完成此操作时，您将与客户建立牢固的关系，使他们希望保持忠实的品牌拥护者和推广者。

现在，您可能会想，这听起来很像客户满意度。公平...但是它们确实是两件事。因此，让我们看看是什么使客户的喜悦从客户的满意度中与众不同。

尽管满意的客户对您的公司有利，但满意的客户更有可能成为您公司的忠实客户和品牌拥护者。bob全站app

In today's competitive business world, delighting your customers rather than simply satisfying them is critical to your long-term success.

Why? Well, not only arecustomer expectations tougher than ever, but their向其个人和专业网络的建议can also be difference between your business growing or struggling.

实际上，如果您不满足（超出）他们的期望，则客户更容易更改其产品或服务。另外，他们可以轻松公开share their experiences and average or negative feedback about your business on platforms such as social media, Yelp, and Google Reviews.

Also, most businesses quite literally can't afford to ignore the importance of delighting customers with the goal of retaining them. TheWhite House Office of Consumer Affairsfound that it costs businesses 6-7x more to attract a new customer than to retain an existing one.

如您所见，成功的入站组织不仅专注于吸引合格的访客，将他们转化为潜在客户，将其关闭为客户并满足他们的需求。取而代之的是，他们旨在为潜在客户和当前客户提供全面的入站体验。

衡量当前客户喜悦水平的一种好方法是创建和确定客户喜悦指数。

The way you determine your客户喜悦索引是针对您的特定业务进行定制的 - 意味着您可以使用一系列客户反馈工具和软件bob电竞官方下载（例如，调查，焦点小组，访谈等）您的业务认为有价值。

使用这些工具，请向客户询问有关他们对您的产品或服务质量，沟通和友好性以及获得所需支持的能力的问题。从这里，您可以评估需要改进或不需要改进的内容来确定您的喜悦索引（就像客户满意度指数一样）。

Now let's dig a bit deeper and talk about how you can achieve delight among your customers.

1.解决(潜在和铜rrent) customers' problems.

您的组织需要做的第一个（也许是最重要的）是解决您的潜力和当前客户正在遇到的问题。

Offering your customers a solution to a challenge they're facing, or a way to achieve the goal they're working towards is why they're coming to you — so don't leave them hanging. Offer your customers solutions that align with their individual wishes, needs, and preferences.

这同样适用于一个前景d potential customers. Even though they aren't paying customers just (yet), potential customers require you to solve their problems as well.

这就是您要说服他们的解决方案的方式 - 如果您向潜在客户证明自己是值得信赖和有效的，他们将很快了解成为您的客户之一的好处。使用免费工具聊天机器人and a知识库to address this customer segment without making a major financial or time investment.

2. Be timely.

A critical aspect of solving problems for customers is responding to them ASAP — meaning, a big component of customer delight is the ability to be available and responsive whenever your customers reach out.

Whether the issue is big or small, show your customers that you're always prioritizing them by responding quickly. Even if you can't solve the issue right away, let them know you're working on it or escalating — this will show them you're their advocate.

采用客户关系管理软件，CRMbob电竞官方下载, is a great way to start managing all of these interactions with your customers. With a CRM, you can record and log all emails and other forms of communication, as well as set up reminders to follow up with specific clients on various issues.

Tools set up forconversational marketingcan sync your customer service cases to your CRM as well, allowing you to keep pace with all communications and provide a more delightfulcustomer experience。

3.解决现在和未来。

在短期内，针对客户的问题的快速解决方案非常好，但这并不意味着他们的问题将在未来解决。

Going beyond the immediate solution to provide information and ways to help your customers manage their challenges — and teach them to do so on their own, if and when possible — is how you can solve for the future, too.

通过教育资源，建议和成功的工具来增强您的潜力和现有客户的能力，以建立品牌的入站体验。bob体育苹果系统下载安装您可以通过编写有用的博客文章，在社交媒体上分享技巧以及创建自助知识基础来做到这一点。

For example, HubSpot offersHubSpot的Academythat provides free inbound and product lessons for all customers. The benefits of enabling people to reach their goals and solve their problems (on their time), instead of just arming them with facts or having them wait around for service and support, are far-reaching for both your organization and the individual themselves.

4.帮助客户成功。

确保您了解人们为什么购买您的产品或服务以确定如何帮助他们成功。

当您真正了解人们从像您这样的产品或服务中需要什么时，您将能够针对这些痛点并解决他们超越客户期望的问题。为此，创建买方角色ormap the customer journey。

下载免费模板以了解如何研究和创建您公司的买家角色。bob全站app

Remember to constantly innovate your products or services, processes, and the overall customer experience to ensure you're delighting people as you grow and evolve over time. Innovation can be large-scale, like when you launch a new product. It can also be smaller scale, like the way you train your new employees to handle customer questions.

此外，通过为客户提供合适的教育资源来帮助客户成功，以便他们知道如何与您的服务和支持团队联系，获得所需和需要的帮助，或者自己寻求问题的答案。bob体育苹果系统下载安装

您的业​​务可能通过多通道客户服务（例如聊天机器人和社交媒体），自助服务知识库或博客提供这些教育材料。

5. Listen to customer feedback.

It can be tough to take critical feedback, but it can also be the difference between your businesses growing or falling behind.

If a customer comes to you with a complaint, no matter the size, remember to listen — and don't take it personally. Your customers are paying to use your product or service.

So, when things break or go wrong, they want their inconvenience to be understood and acknowledged with empathy (and maybe with a discount or kind note thanking them for their patience, too).

If you're looking for a way to effectively collect and manage customer feedback, you might consider using an automated software.

For example,客户反馈软件bob电竞官方下载allows you to create and customize surveys that can be linked to the customer's record in the CRM. This gives your customer service team time to research a specific customer's history with your company and come up with an effective response before reaching back out.

6.热情。

Throughout every interaction your business has with potential and current customers, be sure your employees maintain an enthusiastic, positive, and welcoming voice that complements your brand.Precisely what this sounds like (or looks like) for your organization depends on your particular brand, industry, and image.

但是，这里的带回家的信息是：如果您想创造一种真正令人愉悦的入站体验，请不要成为字典 - 相反，提供一个真实，温暖，个性化的，humaninteraction that respects your user's time and leaves them happy, satisfied, and educated.

7.出乎意料。

If you want your company to stand out from competitors, then you need to make a lasting impression on your customers. While your primary goal is to solve the customer's problem, you can create a memorable experience by giving customers more than they ever anticipated. Customers expect to see their needs fulfilled, but are truly delighted when your team goesabove-and-beyond在客户体验中。

您可以通过个性化每个客户的互动来做到这一点，并使customer-centric culture在您公司的所有部分中。bob全站app

For example,个性化软件bob电竞官方下载can be used in your emails and on web pages to make content feel like it was designed for your individual users and visitors. By creating one-of-a-kind customer experiences, your business has a better chance of improving overallcustomer loyalty。

8.建立一个社区。

人们享受属于社区或团体的感觉。您的公司可bob全站app以通过社区管理, or by creating a user community that benefits your customers.

您的社区可能被用作共享有用信息或充当用户提交客户评论的媒介的资源。无论您社区的功能是什么，都可以促进客户可以彼此互动的空间，而您的员工为您的客户体验增加了价值，并继续使这些人感到高兴。

例如，如果客户正在考虑购买购买，他们可能会在社区中提出问题，或者通过社区论坛中的过去评论阅读，以根据像他们这样的其他人的经验来征求他们的意见。

1.HubSpot的

HubSpot从漏斗过渡到flywheelmodel to drive growth and delight customers — by aligning the entire organization around delivering a remarkable customer experience, HubSpot is able to foster deep relationships with customers throughout all points of the buyer's journey. This results in happy customers who drive referrals and repeat sales.

HubSpot的's customer service teams, sales reps, growth specialists, and marketers — and all other teams — are trained to exceed the expectations of customers and solve for their pain points and challenges.

Additionally, it offers theHubSpot的Community,HubSpot的Knowledge Base,HubSpot的Academy， 和HubSpot的Blogwhere customers can communicate with each other, learn from the various resources on their own time, and get immediate answers as needed.

Lastly, all HubSpot products are made to grow with customers as他们的企业发展。工程师努力确保产品得到相应更新，并满足所有客户和买家角色的需求。

2. Patagonia

Patagoniadoes numerous things to delight their outdoors-loving customers. The brand is known for its impeccable end-to-end service as well as its support forenvironmental and societal responsibility。

Patagonia用它的客户感到高兴铁凯拉德保证这说明，任何对产品不完全满意的人都可以去公司，并轻松从可用的选择中选择维修，更换或退款。bob全站app

To promote its commitment to sustainability, Patagonia promises to repair any product, no matter when a customer purchased it. It helps customers do this in stores, through customer service (online and by phone), and with theWorn Wearinitiatives and program.

3.丝芙兰

Sephora全球化妆品，美容和香水（以及更多）公司通过许多营销和服务策略使客户感到高兴。bob全站app

它提供了美容内幕忠诚度计划向客户提供广泛的好处，包括店内美容服务，免费美容班，进入内幕人士和生日礼物，仅举几例。这个奖励计划使客户成为拥护者，并使他们回来。

Additionally, Sephora markets its product lines with services that help customers find their perfect products — these include in-store experimentation, personalized consultations and marketing materials, tutorials on social media, and free tools such as颜色智商。

4.喷气蓝色

Jetblue is an airline that openly expresses their focus on surpassing expectations and delighting their customers on a consistent basis. One of their unique campaigns —更好的边锋弹出式运动- 在纽约市发生的事情在这些努力中脱颖而出。

The airline sent up a全息和交互式弹出顾客可以停下来并向虚拟飞行器提供真实的反馈。

Inside the popup, in hiding, was a real flight attendant speaking through a microphone with the customers about their feedback, comments, questions, and concerns.

The customers who completed the feedback were rewarded by the flight attendant, who came out of the popup to provide gifts and free flight vouchers.

5. Chewy

咀嚼is another company that openly shares their desire to offer all of their customers with delightful experiences — they do so with their many subscription offerings, 24/7 customer support (available via multiple channels including live chat), and by being a one-stop-shop online pet retailer.

即使他们是一家大型公司，他们也可以通过直接的客户互动来超越自己的直接客户互动。bob全站app许多因宠物去世而被迫取消其耐嚼订阅的客户报告了receiving flowers and hand-written notesfrom employees sharing their condolences.

Additionally, Chewy sends customers and their pets假期期间的手写笔记要说：“ ... thanks for being a part of the Chewy family” and to express gratitude for their business.

Delight Your Customers to Grow Better

As you can see, delighting your customers is a critical aspect of your business growing better. Without implementing these strategies, your business has a much larger chance of falling behind or getting lost among dozens (or hundreds) of other competitors.

考虑一下您如何通过确定要尝试的策略并查找上面的示例以寻求灵感来让客户感到满意。在很快的时候，您将创建令人难忘的客户体验，超过所有期望。

Editor's note: This post was originally published in November 2019 and has been updated for comprehensiveness.