Customer Delight

John explains how customer delight drives loyalty and retention and why measuring it matters. He also digs into how to measure customer loyalty beyond standard metrics, by looking at the customer behaviors that indicate they love your company and your product - ranging from contacting you to renew early to advocating for your product when they switch jobs.

Magic moments are one instance of customer delight. Alex explains what a magic moment is from a business owner's point-of-view: it's the moment when the value of your product clicks in the mind of the user, which substantially increases the chance that they will become a long-term, profitable customer.

In this video, Alex talks about magic moments from about 17:00 to 19:25. He describes the magic moment for services like Facebook, Airbnb, and eBay. Once Facebook's growth team figured out what their magic moment was, they focused on making that moment for as many users as possible, as early as possible.

Early in Airbnb's history, Brian asked, what would it take to design something that you would literally tell every single person you’ve ever encountered about? From there he developed a framework for how to design an experience rated at 6, 7, 8, 9, 10, or even 11 stars, on a 1-5 scale.

Adam describes a problem with using a single formula for prioritization: customer delight can be forgotten. The solution? Categorize, and ship, using 3 buckets: metrics movers, customer requests, and delight.