How do you define customer delight?
To me it’s simply WOW!
I was fortunate to have experienced this “wow” moment recently.
You know the best part – there can never be a defined process around it and the activities to get to the “wow” will be really difficult to list in the manual.
I conducted a 2 day workshop for the senior leaders of a Tata group company at one of the most beautiful seaside resorts.
The evening cocktails and dinner was arranged pretty close to the beach.
There were a couple of good singers in the group and the number was expected to increase as the evening progressed!
One of the best singers in the group set the ball rolling –
यह शाम मस्तानी
मदहोश किये जाये..
His voice couldn’t carry far as the sea waves were making their presence felt.
It was then that one of the seniors requested Ramesh to arrange a music system (Ramesh is one of the oldest serving employees at the resort and many participants knew him).
He smiled and nodded. I was reminded of the Aladdin’s jin –
जो हुकुम मेरे आका
It was a matter of minutes and everything was in place.
Everyone had a blast. The karaoke option with the sea waves in the background made for a perfect setting.
I had a great evening.
I was told the company had thought of an alternate location for the workshop but had finally zeroed down on this time tested resort.
The food was great and the ambience was awesome.
Is this what generates customer delight?
No.
It’s people like Ramesh who create the “wow” moments, to the extent of placing the piano on the beach!
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