Kyle Porter Part 3: Customer Satisfaction vs. Delightment

This is the third and final part of a three-part series featuring Kyle Porter, CEO of SalesLoft. The following video is a clip of his conversation with Conner Burt, the Head of Relationships here at Lessonly. Watch the whole conversation here.

Conner: You called Katie your super-special employee. Talk to us about customer service/customer satisfaction. Obviously something we’re kinda going through now as a client of the month, but I’m curious what you do to make the client experience great for people that sign up for SalesLoft.

Kyle: More than they’d expect.
That is the key word there, right? It’s more than they think they deserve or that they think that you’re supposed to get.

Being Satisfied is Not Enough

I think that’s the big piece. I recently heard – and I guess this might be going around the Internet – that, you know, client satisfaction or client – I don’t know the right word – but, being satisfied is not enough.

You don’t want to build your department deals with customers around satisfaction, you want to build it around something more powerful, something that goes further than that. So, we use the word “delightment,” we use the words “customer love,” and it’s really taking that approach that without you, without our clients, we wouldn’t be anything.

Ways to Delight Customers

We owe our business to you all and we want to prove that show that.

  • We take that approach and I think it means doing things like:
  • Responding as fast you possibly can when there’s ever a question.
  • Going out of your way to make sure the problem is solved.
  • Letting people know that you’re sorry that they’re going through challenges that they have, if they hit a bug or have a problem or just aren’t using it the right way.

The Product Can Show Love

Look at the product as a way to improve customer satisfaction and client satisfaction – the UX of the product is really the product showing love to the user.

So, where can we find out where our users are getting stuck, or not being able to answer things and turn that product into an advocate to say “hey, sorry you ran into this, but look what we’ve done and here’s how, you know, in the future, that won’t happen.”

So, I think it’s just taking that approach that the client is, our master and we report and serve that person.

Image source: Giphy

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