Igniting Customer Excitement

The Language of Delight

Imagine a world where your customers don't just like your offering, they are genuinely excited by it. Where their conversations about your brand are punctuated with exclamations and genuine enthusiasm.

What words would spontaneously spring to their lips? 'Reliable' is good, but 'amazing,' 'transformative,' 'brilliant,' or even 'life-changing' are far more powerful indicators of true excitement. Cultivating this level of passion isn't accidental; it’s a deliberate design choice that focuses on the emotional resonance of every interaction.

Think of your offering not just as a product or service, but as a catalyst for positive emotion.

For example, as a Barista, you're not just selling coffee; you're selling the perfect start to their day. You're not just providing software; you're delivering efficiency that frees up their time. The adjectives your customers use become the unofficial, and most authentic, marketing copy you could ever hope for.

Consider these strategies:

• Uncover the 'Wow' Moments: Go beyond functional needs. What unexpected elements can you introduce that genuinely surprise and delight?

• Amplify Emotional Touchpoints: How can you enhance these moments to amplify the positive feelings?

• Collect and Celebrate True Stories:. These raw, unedited personal stories of how your offering has impacted them, are incredibly powerful.

• Design for Anticipation: Can you build anticipation for new features, upcoming events, or even just the next interaction?

As Maya Angelou wisely stated, "People will forget what you said, people will forget what you did, but people will never forget how you made them feel."

The words  our customers use are a direct reflection of those feelings.

By intentionally designing for excitement, you create not just loyal customers, but enthusiastic advocates who become your most compelling voice.

If you would like help to design your customer experience, let’s chat!

Suggested Book to Read: "Delivering Happiness: A Path to Profits, Passion, and Purpose" by Tony Hsieh

The late CEO of Zappos, Tony Hsieh, built a billion-dollar company on the principle of delivering happiness through exceptional customer service and experience, directly leading to excitement and strong emotional connections.