The Business of Meetings 259: Exceeding Expectations: The Path to Customer Delight with Eric Rozenberg
How can you consistently delight your customers while also providing exceptional value?
In business, relationships are everything. Companies prioritizing customer delight set themselves apart, creating lasting impressions and strong customer loyalty.
Stay tuned as Eric shares practical insights and examples to help you surprise, delight, and elevate your customer interactions.
The Power of Small, Thoughtful Gestures
The answer to delighting customers lies in making personal yet meaningful connections. A memorable experience might come from a simple, thoughtful action. For instance, Eric recalls how a small gesture when traveling– a message about his favorite TV show being available in his hotel room, left him with a lasting impression, proving that even a small effort can make customers feel special.
Identifying and Improving TouchPoints
To truly delight customers, you need to analyze every interaction with them. Mapping out the touch points throughout the entire customer journey allows you to gain insight into potential areas of improvement. By asking, "What could I have done differently?" business owners can uncover opportunities to surprise their customers, enhance their experiences, and exceed their expectations.
Surprising Customers with the Unexpected
Routine gestures, like sending a Christmas card, might be well-intentioned but fail to stand out. To make a lasting impression, surprise your customers with something unexpected, like recognizing a personal milestone or commemorating a specific event in their company. That can make a big difference, as those thoughtful touches demonstrate your attention to detail and show your customers that you value them.
Leveraging Expertise for Strategic Value
Customer delight also comes from using your expertise to provide additional value. By aligning your services with your customers' goals and strategies, you can shift from being a service provider to becoming their strategic partner.
Customers will appreciate your proactive approach and genuine desire to support their success, and that will strengthen their relationship and build trust.
Tough Love and Assertive Support
Sometimes, you need to be assertive to help your customers. Offering honest feedback and sharing your expertise, even when that feels difficult, shows that you have their best interests at heart. Taking the initiative to speak up when necessary, even if it means pointing out potential issues, demonstrates your commitment and reliability, which can deepen their trust and improve future outcomes.
Bio: Eric Rozenberg
Eric is a business builder and the founder of Event Business Formula, the only platform exclusively dedicated to helping and supporting business owners in the Meetings & Events Industry. He has helped thousands of entrepreneurs grow and manage their business better.
For two decades in a previous life, Eric has consulted with Fortune 500 companies and produced award-winning sales meetings, incentive trips, product launches, and conferences in more than 50 countries across diverse industries.
His podcast, "The Business of Meetings", is the first podcast in the Meetings & Events Industry dedicated to business owners and the largest source of free information with over 240 episodes and fabulous guests.
His first book, Meeting at C-Level, is the first book on the Why? of a meeting. It has been endorsed by 20 of the most influential leaders from the corporate and association worlds.
His second book, Before It’s Too Late, A Love Letter to My Daughters and America, is a story of grit, perseverance, and courage. It describes why and how he and his wife brought their daughters to America and why it is the greatest country on Earth.
Eric was the first European to serve as Chairman of the International Board of Meetings Professional International (MPI).
Connect with Eric Rozenberg
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