Extra Mile: Delight your Customers

“Don't just satisfy your customers, delight them.”

~ Warren Buffet.

Just think, how many companies’ products you have used and consumed over a period of one year that really delighted you?

I believe that after thinking for a while, you can remember few companies, while some people can’t even remember a single company who have delighted them.

So why do companies fail to delight their customers, and why they didn’t give their complete attention to this in their strategy creation?

Because they focus more on increasing the bottom line and less on creating a delight experiences around their products. However, what they fail to understand is that the bottom line can only be increased when they focus more on how to bring happiness in their customer’s lives.

Although it’s tough but that’s where real differentiation lies, not in delivering a rhetorical speech about the benefits of your products.

In the Age of “Wants” the only way to make your products meaningful is by understanding their whole journey (not just the buying journey) and how you can create happiness around them 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