When was the last time you had a really “wow!” experience while dealing with a large company? Can you think of an encounter that you had with some big firm in the past six months or so that was especially great, where you felt surprise and delight in any way? If you are like me, you may be having difficulty thinking of more than a few, if any, such experiences.
Yet from the point of view of strategic management, we know that client delight is vital, because, if clients are not being delighted in a world of fierce global competition, the likelihood that they will remain loyal to the company is not high. Disgruntled or dissatisfied clients are likely to switch at the first chance.
This led me to inquire recently whether companies are even trying to delight their clients. So I went to the websites of the world's biggest firms and examined what they say they are trying to do. The results surprised me. Find out more here.