Delighting Customers

This insightful guide, Delighting Customers, offers a ten-step approach for organizations aiming to enhance customer satisfaction and loyalty.

In Delighting Customers, the authors explore the shared vision of two organizations, Northern Telecom Europe Limited and Oracle Corporation UK Limited, as they strive to achieve excellence in customer service. With technology evolving at a rapid pace, both companies are committed to not only meeting current customer demands but also anticipating future needs. This proactive approach underscores the importance of customer and employee satisfaction as vital metrics for business success. The book emphasizes that delighting customers is intricately linked to profitability, loyalty, and long-term viability.

The authors, Peter Donovan and Timothy Samler, draw from their organizations' experiences to provide a comprehensive guide for businesses aiming to become customer-driven. They introduce a ten-step methodology that serves as a practical blueprint for enhancing customer satisfaction. This approach is designed to foster collaboration among professionals in the field, encouraging the exchange of best practices and insights that can lead to improved customer experiences.

Delighting Customers is not just a manual; it is a call to action for organizations to prioritize customer satisfaction. The authors highlight the significance of understanding customer needs at various levels—international, national, and local. By sharing their early experiences and encouraging dialogue, Donovan and Samler aim to inspire other organizations to embark on their own journeys toward customer delight, ultimately contributing to a culture of excellence in service delivery.