Delightful service or awesome client experiences could materialise if
1. The customer experiences benefits that he or she ‘cares’ about
Sounds simple, and even reads ordinarily possible. However, the capacity to identify the benefit your customer cares about begins with your own emotional bandwidth. What latent need of the customer would you have discovered during the prospecting phase? How do you nudge your client to value your offering without breaking rapport?
Tough one, admittedly for engineers from India to design to a vision that provide you the Love Marks of the Net Promoter Score (NPS). Visualising the Customer’s benefit is also about addressing the riskiest assumption of your capability to serve your client. Innovation is the process where your leap of faith on this assumption will be the one on which you are willing to stretch your known capability. That is where you get leads into what the client is also willing to risk on in terms of behavior to meet your value in discovery mode.
In itself, the sentiment of advocacy has potential of perennial nature. Suspending the accretion of value could however, cast shadow over perceptions of your service capability. We all know how emotionally draining a service recovery could become. We also know, how desirous feelings of delight are.
In closing, as adult learner, I tie my observations with a knot to an idiom the illustrious Shombit Sengutpta led his firm with - Emotionality trumps Functionality, perhaps even Rationality! So, how would we render Authenticity? If you do not experience authenticity in the bonds between your own team workers, what chance does your customer stand of experiencing awesome service? Let me know.