Customer Delight: MeloYelo’s most important point of difference.

What is customer delight?

Customer delight is the process of exceeding a customer’s expectations so that they have such a positive experience that they want to tell other people to buy from you. Customer delight turns customers into ambassadors.

Why customer delight?

Because the cheapest and most reliable way we can acquire new customers is through favourable recommendations from existing customers.

By going above and beyond to create a memorable customer experience, with things like discounts, gifts, information or spontaneous outreach, you can foster an emotional connection and sense of goodwill among customers that will make them more likely to be loyal to you and refer other customers to you. The goal of delight is to leave your customers so satisfied and happy that they go out and sing your praises.

How do we deliver customer delight?

• Be more knowledgable about our product than bike shop salesmen
• Listen to customers. Ask them questions to understand their needs
• Don’t be pushy
• Understand the competitive advantages of MeloYelo products
• Follow up with the customer if you haven’t heard from them after a few days, to see if they have any questions
• Surprise them with a gift they were not expecting when they make a purchase (e.g. a free mirror)
• Take time to fit the bike to the customer so that it is as comfortable for them as it can be (see our video)
• Send your customer a thank you card in the mail – yes, the real mail.
• Call them a month after they have taken delivery to see how things are going and to remind them to bring their bike in for a free service check
• Eliminate dissatisfaction. This means being proactive about identifying customer problems, and solving those problems
• Educate the customers on proper use and care of their ebike (A lot of information is available on our info centre)
• Have a loaner bike available for situations where a customer’s bike may need to be held onto for a few days
• Respond quickly. If a customer reaches out to you via phone or email, make it a policy to respond to them within half a day.
• Surprise them with a phone call 12 months after they have purchased their bike
• Build community. Host an annual or semi-annual get together of your customers. This could be a group ride, or it could be just a social get-together over drinks & snacks
• Reward them when they refer other customers to you. A small gift will delight them, and will encourage them to keep referring new customers to you.