Overview

Delighting your customer is a buzz-wordy phrase that’s very subjective. Ask five people and you’ll get ten different answers. We know because we asked many more than that! This talk will share why customer delight is important, the five patterns we have observed that enable delight to happen, and real-world stories how teams delivered delightful product experiences that made an impact.

Summary

Delight is when a customer’s expectations are confirmed in a positive manner. Delightful customer experiences result in significant value for a company. Delightful experiences happen when the following five patterns are present in a company: a shared belief that delight is a key differentiator, strive for deep empathy of their customers, design for touch points beyond their reach, employ data to drive emotional moments, and has a company culture that prioritizes the customer experience over short-term financial goals.

Ramli John is the Content Director at Appcues and the author of the bestselling book Product-Led Onboarding. As a product-led growth advisor and educator, he’s worked with companies such as Mixpanel, Microsoft, Ubisoft, and more to accelerate their growth and level up their user onboarding experience to turn more users into lifelong customers.