South Africa’s definitive national customer service delight index

It is important to recognise that customer delight is a moving target. It is not a fixed benchmark to be achieved. As competition intensifies and responds, the power of some benefits to act as differentiators gets diluted or erased. Companies, therefore, have to constantly monitor delight levels in relation to competitive offerings. Then they must create both more and innovative value propositions for customers to continue to feel delighted.

Service excellence is a reality in the lives of all competitive businesses today and it is accepted that delighted customers can increase a company’s bottom line. They can also make organisations more resilient and better able to weather storms because loyal, delighted customers are more willing to give companies a chance when the companies run into problems.

Ask Afrika’s Orange Index® 2009- a delightful success - click here to read more