Delighting Your Customers - How and Why to Go That Extra Mile
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Transcript of Delighting Your Customers - How and Why to Go That Extra Mile
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Delighting Customers
How and why to go that extra mile
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NPS
Net Promoter Score
Q: How likely are you to recommend this to a friend?
0 1 2 3 4 5 6 7 8 9 10Not at all likely Very likely
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NPS
Net Promoter Score
0 1 2 3 4 5 6 7 8 9 10
DETRACTORS
NPS =Promoters (%)-Detractors (%)
PROMOTORSPASSIVES
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NPS across industries
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NPS sucks.
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Better question:
How would you feel if this product/feature were no longer available?
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Product/Market Fit
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But what about ‘DELIGHT’?
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Delight = Exceeding Expectations
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Kano methodSatisfaction
Investment
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Kano methodSatisfaction
Investment
Satisfiers
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Kano methodSatisfaction
Investment
Satisfiers
Basic expectations
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Kano methodSatisfaction
Investment
Satisfiers
Basic expectations
Delighters
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Kano
How do you feel when a hotel has hot water?
I like it this way
I expect it this way
I am neutral
I can live with it this way
I dislike it this way
Feature is PRESENT
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Kano
How do you feel when a hotel does not have hot water?
I like it this way
I expect it this way
I am neutral
I can live with it this way
I dislike it this way
Feature is ABSENT
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Expectations change!
In 2011 Facebook launched ‘Live Commenting’
In 2016 Real-time commenting is a basic expectation
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In B2B?Tough
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Why bother delighting?
“Any business with delighted customers has a sales force they won’t have to pay; You don’t see them, but they are talking to people all the time.”
Warren Buffet
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What do delightful apps have that others don’t?
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Solve an actual problem
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Open the conversation
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Close the feedback loop
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Anticipate their problems
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Empathise with your users
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Do things that don’t scale
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Case Study: Expedia
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Make your users feel badass
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Case Study: EE
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What are you going to do to delight?
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Thank you!Let’s go for a and talk about product.Drop me a line at [email protected] or say hi at @simplybastow
Download these slides: bit.ly/simplybastow-saastock2016