Delight or Comfort?

When it comes to optimal experiences, there are two things you can shoot for:

  1. Surprise & delight by exceeding expectations that the customer didn't even know that they had or
  2.  Comfort and serenity of being completely at home and trusting that everything is perfect

Neither one is right or wrong. And, at different times, we all want both.

But one of those is much harder than the other. It's also much rarer, so if you can make it happen, it's worth your time.


BusinessRebecca Rapple