Starbucks. The coffee giant sells an estimated 28 million pumpkin spice lattes every year. This third-party report explicitly calls out “surprise and delight” as a key tenet of the Starbucks experience.
Apple. Even during a pandemic, Apple fans queue up for the chance to purchase the newest iPhone release. Apple may not be universally loved, but hey, nobody ever said delighting your audience and being a polarizing brand were mutually exclusive.
What Delighting Your Customers Can Do For You
Being an entrepreneur is hard enough even when you’re crushing it. But if the market is not graciously accepting what you’re selling, the challenges are exponentially greater.
I’ve been at this for 30 years, and from what I’ve seen, delighting your customers boils down to being at least a little bit obsessive—especially in the early stages of delegating and building out your team.
To be clear: I am not (necessarily) talking about sending every customer an extravagant gift bag. Nor am I implying you have to be perfect all the time (you won’t be).
What I’m talking about is consistently delivering a high-quality product, with the high-quality service to back it up.
Note: If you feel like you truly provide an amazing customer experience but just don’t have customers who love you, then you could have a different issue: product-market fit. If you think this is you, we can help.
Get this right, and you will LOVE running your business.
You’ll receive constant compliments about your offering or service—a terrible standard, but it’s true.
You’ll have high retention rates or high numbers of repeat clients.
You’ll frequently get referrals and start growing through word of mouth.