Successful inbound marketing relies on creating an excellent experience for your customer. Gone are the days when simple satisfaction was enough to offer; now you need to be kindling a feeling of DELIGHT within your customers. This means providing an experience so remarkable and so tightly focused on their interests, need and wishes that they can’t help but be happy with your business and, crucially, will keep returning. It costs five times as much to attract a new customer than to keep an existing one, and yet only 7% of consumers say that their customer service experiences usually exceed their expectations, suggesting that there are a many companies who are not focused on creating customer delight.
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