Deliver vs Delight

It's about #Delivery NOT #Delighting

Ask yourself the following and I guarantee you'll be changed forever!

1. How many times have you received poor service?

2. How many times have you received exceptional service? 🤩

3. How many companies try to delight their customers? 🧐

🤯🤯🤯 I'm going to guess the poor service outweighs the exceptional service but everyone tries to delight customers. The numbers don't add up and they don't lie. Forget about delighting customers until you have the best possible delivery 🤯🤯🤯

Gainsight is delightful because the CEO, Nick Mehta, has a stellar LI presence but 50% YOY growth last year is a result of delivering on their promise of higher #netretentionrate and #productadoption  (cough #pulse2022 cough).

It's delightful when a shooting unicorn flies across the screen when a task is completed in Asana but customers increased their spend by over $50k by 102% in the first quarter because they deliver on the ability to organize, share, and track projects effectively.

(Please note I do not have an affiliation with either of these companies)

While delighting customers is fun... delivery impacts #revenue.

One more question for the road (be honest): Do customers blindside you when they churn (excluding M&A)? The most likely cause is delighting vs delivery.