“Don’t just satisfy your customers, delight them.”
~ Warren Buffet.
Just think, how many companies’ products have you used or consumed over the past year that truly delighted you?
After reflecting for a moment, you might recall a few companies, while some people may struggle to remember even one that has genuinely delighted them.
So why do companies fail to delight their customers, and why don’t they prioritize this in their strategy creation?
The reason is that they focus more on increasing the bottom line and less on creating delightful experiences around their products. What they fail to realize is that the bottom line can only grow when they focus on how to bring happiness to their customers’ lives.
Although it’s challenging, that’s where real differentiation lies—not in delivering empty speeches about the benefits of your products.
In the age of “Wants,” the only way to make your products meaningful is by understanding the entire customer journey (not just the buying process) and figuring out how to create happiness when customers use your products.
Here’s an example of how Stripe delighted their customers:
Bannerbear.com CEO occasionally shares his passion for riding scooters. When he reached a 35k MRR in his bootstrapping business, Stripe gifted him 3D renders of a Vespa scooter.
Similar things happened for Leavemealone.com‘s CEO. When they reached a $50k/year milestone in their bootstrapping business, Stripe gave him 3D renders of a boat.
I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.
Maya Angelou