Delight the customer has become a cliché, popping up in all sorts of places from PR blurb, to websites, mission statements, and sales rev-ups.
However, few seem to have any real idea of what it really means, can put a solid foundation under the fluff, to make it something meaningful.
I asked the question recently of a group, one of whom had used the words as a throwaway.
‘What does delight the customer mean to you’?
I got the expected fluffy strings of adjectives and adverbs back, until someone at the back of the room came up with what I think is the right answer.
She said, ‘We provide an answer to a pressing problem for our customers that is dramatically superior to anything else they have seen’
Do that, and no matter the words, your customer will be delighted.
Photo credit: David Woo via Flikr
