Fred Reichheld argues that satisfying customers isn't enough. The real measure is whether your product enriches them, improving their lives or businesses. When you genuinely make customers better off, you build loyalty and sustainable profits.
Enrich your customers. Fred Reichholdt has a little rant about customer satisfaction where he says that's just not nearly enough. You need to delight them. You need to do all sorts of things. I think that sometimes this gets confused with like the need to surprise them. That like meeting expectations isn't really what's good. But I think what really matters here is the question of: are your customers better off as a result of doing business with you? Are they— is their life improved? Is their status increased? When these These things are true. When you have enriched your customers in their lives, in their businesses, in their operations, whichever part that you affect and whichever part you want to affect, that's really going to be where you are creating the good profits, right, that lead to loyalty, that lead to the kind of impact on the world that I think we sort of get into business to do in the first place. So I would ask not just how are you satisfying your customers, nor how are you surprising them, how are you enriching them? Why are they better off?
