Treading from Customer Satisfaction to Customer Delight!

We have always been hearing the phrase ‘Consumer is King’, but have started experiencing it only in recent years. Before liberalization in 1991, the consumer was at the mercy of the producer and supplier and had to be satisfied with whatever was available on offer.

However, 1991 onwards, as the Indian markets were thrown open to global players, competition turned fierce. Now manufacturers and suppliers had to woo customers to capture bigger market share. They realized they had to walk that extra mile to please the consumer by understanding their needs and fulfilling them to the T.

In the last 25 years of liberalization, we have seen a significant change in the scenario. More professionalism, better service and distinct consumer orientation are a part of the trend that has started taking roots.

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Manufacturers and service providers have now started taking proactive steps to understand customers’ expectations and their preferences. The objective has now gone beyond customer satisfaction to customer delight which meant giving them an experience that would make them come back to the manufacturer/ service provider again and again. Let us take some examples.

A family booked a room in a hotel. The hotel asked them about their arrival, further itinerary and their food preferences. Incidentally, the family was fasting on one of the days during their stay. To acknowledge this, the hotel management enquired if they would like a ‘fasting’ menu. The entire staff was courteous and warm. On the day of their departure, the manager himself asked if their stay had been comfortable and if they had any suggestions to help them give better service. Overall, the guests got a very pleasant experience, were made to feel very special and they felt an immediate bonding towards the hotel. Professional enterprises believe in creating better customer relationships, more than the increase in the number of customers.

A friend booked a cab to go from Pune to Thane. The owner of the cab service asked for all the details of the customer’s destination and timings. He texted the driver’s name, contact number and car number well in advance to the customer. The next day the driver called a few minutes before the scheduled time. The car was clean, filled with enough petrol and ready on time. The driver helped the passenger load the bags into the boot. He asked him the exact destination and entered the details into the GPS system. He was wearing clean clothes, refrained from picking up his mobile while driving and was very polite in his mannerisms. The owner of the cab service also called to ask if everything was going as per schedule. The whole experience of the trip was very safe, comfortable and enjoyable. So much so that the customer later contacted the owner to give him a very positive feedback!

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The long and short of it is, that modern business must go that extra mile to make the customer happy. We must admit that a lot of our systems have improved significantly. We can order a gas cylinder on phone and it is delivered in time. Railways are improving their hygiene and safety standards. Things are getting better and will continue to do so in the future because the customer is now the centre of the market universe!

Author: S.R. Joshi

The author is the Director at deAsra Foundation. deAsra Foundation is a Section 25 company, a not for profit association formed to contribute to social welfare by enabling entrepreneurship, which will create employment opportunities.

This article was originally written in the Marathi Magazine- Yashaswi Udyojak (February 2016). This post is the translated abridged version of the same article.