July 30, 2007 | Category: Marketing |

The big advantage of our small businesses is our ability to give more personalized customer service. In our business they are not just numbers but important customers. We know their first names and we share some personal stories with them.

The problem now is almost all small businesses are doing the same thing. We need to find a more potent marketing strategy to win more customers and improve our business performance.

Duct Tape Marketing recommends we surprise our clients once in a while. It is time to take one step higher by moving from customer satisfaction to customer delight.

What’s the difference?

Customer satisfaction is fulfilling the needs of your customers. On the other hand, customer delight is all about anticipating their needs and offering solutions even before they ask for it.

This can be small things like Duct Tape’s example: when they hire you to remodel their kitchen – get their windows cleaned. Do not be satisfied by doing what the customer needs or wants. Instead, give something more!

If you can do this, expect more loyal and passionate customers who are very willing to give you free word-of-mouth advertising!

Starting today, your marketing campaign must revolve on customer delight always! More discussions on this subject will follow here soon.