Should service delivery be cost blind in order to delight customers
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It might be, but once you dive into the inbound marketing methodology, it makes a bit of sense. You put out content, capture leads, convert those leads to customers, but then what? You want to retain them, right? So, in order to that, delight them.
I first heard the term "delightion" at HubSpot's Inbound Conference. The folks at HubSpot are really, really good at practicing what they preach and have pretty much nailed customer delightion. I should know - I'm one of those customers.
Why does customer delight matter? Why should your business care? Well, here's some food for thought: It costs six to seven times more to acquire new customers than to retain an existing one. Not to mention, 55 percent of consumers would pay more to guarantee better services. Who doesn't love amazing service? People are willing to pay for it!
One company I worked for was all about surprising and delighting their customers, so I definitely have an appreciation for that going-above-and-beyond the call of duty to please my clients and to help them please their customers mentality. So I was thrilled when, at Inbound 2014, I had the opportunity to go to a session all about "Delighting Your Customers with Context."