Ideas from books, articles & podcasts.
Art by: Roberlan Borges Paresqui
Surprise a customer with something delightful and the effect is magical. It takes very little to do this, but it has very big returns.
Here are a few examples of my personal experience with customer delight:
Each of these customer experiences gave me unexpected, delightful moments. Even when I didn't get the outcome I wanted, these companies earned my loyalty with great experiences that made me want to stay and buy more.
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Had a conversation with a Food Brand last week with a clear challenge in customer service experience. They get complaints from customers every week. After so much probing I found out they have no customer experience design and customer journey map since their formation in 2014. Sharing this article was influenced by that conversation.
❤️ Brainstash Inc.