If you consider yourself an entrepreneur, achieve something by reading this entry on the Creating Passionate Users blog.
We’re traditionally taught that we have to under-promise and over-deliver if we want to create satisfied customers. We have to exceed a customers expectations by setting the expectations correctly.
Well, this post says BOLLOCKS to that.
We should be aiming to create CUSTOMER DELIGHT through the use of unexpected context. What the heck does that mean?
The most sterling example is – imagine an airline allowing you to change your economy flight ticket without slapping on a huge fee? Imagine if, due to the fact “a filled seat now is better than a filled seat later today”, they actually gave you a credit on your account?
I have some ideas on this but I’ll need to check with Aidan later on whether we can do them. I think it’d be cool.