Customer Delight - when being satisifed is no longer enough


David Samuel, STORM

I often wondered why patients who appeared to be “extremely satisfied”, still went to try out other opticians from time to time. It was this question which led me to discover that there is a world of difference from being “Rationally Satisfied” to being “Emotionally Satisfied” or “Delighted”.

This presentation examines why “Delighting” customers by engaging with them at an emotional level is one of the keys to growing your practice referrals and recommendations. With a host of tips and tools, you can find your own unique way of moving your patients from being passively satisfied to being positively delighted.


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