A short YouTube clip (uploaded by David Jenyns) featuring Warren Buffet giving a business tip: businesses that truly 'delight' customers reliably succeed. Buffet emphasizes that customers remember treatment and experience more than price, and that a positive purchase experience drives repeat business and favorable choice next time.
I've seen a lot of businesses, but I've never seen one that delights the customer that doesn't succeed. I mean, what you want is that customer the next day. When they think, do I want to rent a car or do I want to buy some furniture? What goes through their mind? It's the place where they've had a great experience. I don't know what I paid for this type, actually, probably if somebody gave it to me. But for the purposes of the speech, I will. I have no idea but what or the shirt I'm wearing, but I do know I will remember how I was treated when I bought it. I mean, you long forget about the price, but you never forget whether you had a good experience or a poor experience with the purchase experience.
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