How do you want your customer/client to feel every time?
Every time they interact with you? No matter at what level? Website. Phone call. Through social media. A complaint. Buying your product or service. Coming to your office. Receiving your product by post.
Think of every single place that your customer or client intersects with you and your business.
How do you want them to feel?
Excited?
Cared for?
Respected?
Whiplash awesome?
Delight?
Surprise?
Belonging?
Free?
Passionate?
Supported?
Cherished?
Important?
Heard?
Pick your top 3 or 4 and then build your entire business around the delivery of this feeling.
As Apple does. They just get it right. You feel respected, excited, and delighted by Apple. Every time. (Until you don’t. When Apple becomes enshittified.)
