Learning & Teaching Fellow (retired)
Raj Kumar Hansdah
Shrm, Od, Hrd, Pms

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I have been given an assignment by a popular apparel brand to find out 100 points that can bring customer delight in their chain of stores. Without any limitations of space, technology, manpower, money etc, we require to get some innovative and disruptive ideas that can ensure the BEST CUSTOMER DELIGHT that can be possible in the world. Request my friends to help me with some points, as I need to give it tomorrow itself.
From India
You must have been given ample time for doing this project. When you need to submit the project TOMORROW itself; it would have been better to inform the members, the progress you made on the project till now; so that it does not appear as an Unreasonable Request.

I find that you are a CiteHR member since Aug. 2007. Had you posted your query/request well in time, I am sure our helpful members would have inundated you with suggestions.

Anyway, here is a small ORIGINAL suggestion from me :
  • On a particular day of the week/month, the cashier at the till, after the payment transaction is over, asks the customer to pull ONE card from a deck of cards, and then asks the customer to read it. Generally it will read : "Thank You for shopping with us. Have a nice day !"
  • But some cards may contain a small give-away gift, with an additional message : Here is a small token of appreciation/gratitude from us."
  • The proportion of 'gift card" depends on the quantum of willingness of your company to spend.
  • The gifts can be a rose (for young ladies), chocolates (for young persons, small pack of few candies (for kids) etc etc.
  • You can call the day "Make My Day", "Your Lucky Day" etc.

Hope you find the above suggestion useful.

From India, Delhi
Raj Kumar has given you a good suggestion. I recall that one of the Indian Airlines used to do that 10-15 years ago and I got a box of chocolates once and a goldplated cutlery set another time.
Kindly see Discovering the Kano Model to understand the concept of "Customer Satisfaction and delight".
Have a nice day.

From United Kingdom
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