‘Proof’: Customer Delight Is The Key To Competitive Advantage!

Andy Hanselman Partner, Andy Hanselman Consulting

Posted on April 3rd 2012

‘Proof’: Customer Delight Is The Key To Competitive Advantage!

Customer service has become an increasingly important factor in competitive differerentiation, and is set to continue to do so – that’s according to new research by Sage UK.

53% of businesses have stated that customer service has become more important over the past 12 months and crucially, 60% of the businesses who have increased revenues in the past six months stated that going the extra mile in customer service was more important than ever.

Going the extra mile is about ‘exceeding customer expectations’ - it’s all about customer delight!

They also believe that this trend is set to continue with over half of businesses believing that the importance of customer service is increasing and are investing additional budgets in this as a result.

How are they doing it? Well according to Sage:

  • 35% are investing in more training for sales and support staff
  • 31% are investing more into their website and customer service functionality
  • 23% are investing in more customer service staff

So, what are you doing?

One investment that you might want to consider is downloading my FREE eBook:

Customer Delight As Competitive Advantage!

It won’t cost you anything in terms of money – the thing you’ll be investing is your time! I told you last week that Her Majesty The Queen does it, so why not you?

Go on, you know you’re (and your customers are) worth it!



Andy Hanselman

Partner, Andy Hanselman Consulting

Helping businesses get better at what they do by Thinking in 3D! That means being 'Dramatically and Demonstrably Different'! Speaking, writing, consulting and training on the key issues that drive competitiveness, leadership, sales and marketing, remarkable customer experiences, culture and innovation!

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