Do You Have An Obsession for Customer Delight?
1. The state of being obsessed with someone or something: She cared for him with a devotion bordering on obsession.
2. An idea or thought that continually preoccupies or intrudes on a person’s mind: He was in the grip of an obsession he was powerless to resist.
I know it sounds crazy, but to really continuously grow and thrive, you need to become obsessed! In order for your business to thrive and be relevant today and tomorrow, delighting your customers should be on your mind always. Customer satisfaction is only as good as yesterday’s bread. You'd better be baking something fresh and new for your next interaction.
In order for customer service to be your secret weapon, you need to be improving on it every day. You need to be obsessed with what you can do better and what needs your customers have that you can satisfy. Really dig deep, and think about what their day looks like and what challenges they face when it comes to the problems you can solve for them. And then surprise them by proactively offering those services.
We’ve all heard that we live in an “Amazon world." You want it, they get it and they keep you informed every step of the way. You never worry or wonder where your order is. Do you deliver that kind of peace of mind and reliability? Amazon earned that reputation by providing new levels of service before their customers asked for them. Often, or most of the time, before their customers even knew that they wanted them.
So where’s your focus? Where’s your obsession? You can be competitor focused, you can be technology focused, you can be product focused. But if you want to stand out, develop an obsessive focus on delighting, amazing and surprising your customers, and they will become obsessed with becoming an evangelist for your business.