top of page

Designing Delight: Crafting Exceptional Experiences One Customer at a Time

Remember a time when you were so impressed by a service or product that you couldn't help but share the experience with your friends and family? Perhaps it was the unexpected warm welcome, a personalized touch, or an extra mile that a business went to make you feel special. One of the key factors to a business's success in today's competitive market is creating an exceptional Customer Experience that not only meets but exceeds customers' expectations.

In a video clip, Airbnb co-founder and CEO Brian Chesky emphasizes the importance of designing the perfect experience for one person as a way to achieve great CX and word-of-mouth growth. He believes that instead of trying to create something for a million people, it's more effective to focus on one person, study their journey, and iterate the design until that person loves it. Only then should you move on to the second person, and so on. Chesky illustrates this concept by imagining a “10-star experience” for an Airbnb moment of truth:

  • A 5-star rating typically means nothing bad happened.

  • 6 stars: You arrive at your Airbnb, and there's a bottle of wine and fruit waiting for you with a hand-written note.

  • 7 stars: A limo picks you up from the airport, and when you get to the house, there's a surfboard because the host knows you like surfing.

  • 8 stars: You ride back from the airport on a giant elephant, and there's a parade in your honor.

  • 9 stars: You land at the airport, and there's 5,000 teenagers cheering your name, and you do a press conference in the front lawn of your Airbnb (“The Beetles Check-In”).

  • 10 stars: Elon Musk picks you up from the airport and says, “we’re going to space.”

While it might be impossible to create an 8+ star experience for all your customers, the act of thinking through the most perfect experience for one customer and figuring out a way to scale something close to that for all your users can help you arrive at a user experience that is truly amazing.

The takeaway here is the importance of personalization and going above and beyond to create exceptional experiences for your customers. In a world where customers are bombarded with options, it is the businesses that create memorable, personalized experiences that stand out and thrive. So, instead of trying to design something that caters to everyone, focus on creating an exceptional experience for one person at a time, and then figure out how to scale that experience to all your customers. This approach will not only lead to satisfied customers but also to loyal advocates for your brand. Credit to: Watch the video



bottom of page