New hires may not see the need to delight customers. If they came from established companies, the whole concept may be alien to them. But the founders know this was the original source of their growth.
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Newly founded startups have no choice but to delight their customers. They don't have enough power to maltreat them. One of the most important things the founders can do as the startup grows is to continue to insist on delighting customers.
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Thanks. Twitter will use this to make your timeline better. UndoUndo
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Yes, this is why many startups sell $20 bills for $15. It “delights the customer”.
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why do I have to give my email though?
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The power to maltreat customers would be interesting to expand on. As a costumer, I have been utterly maltreated by
@Microsoft, for many years and don't understand how that company remains in business with it's shitty software. -
In this particular instance, their power solely comes from colleagues sending stuff written with Microsoft product. If we all switched to Linux, Latex, LibreOffice, at the same time, the world would truly become a better place.
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I agree — but this advice seems to be at odds with "ship the absolute minimum" How should you balance the two? If I spend time on delight I feel like I'm breaking the "absolute minimum" rule (and vice-versa)
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I'd interpret it as: ship the minimum required to get customer feedback so you can iterate towards product-market fit. Minimum also gives you less surface area so you can make it delightful. If the product resonates with the audience, it's delightful.
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“They don't have enough power to maltreat them.” This is great. Some businesses can maltreat customers because the customers aren’t going anywhere because of network effect or customers too deep in an ecosystem etc, many can’t. But I read an article about Intel not being/
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/trusted in the long run. I think it was in mobile against ARM which hurt them because companies knew how Intel treated people. Because Intel had no power/competitive advantage in mobile people didn’t use them. Happy to be told I’m wrong though, this was from an old article.
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The perfect example of doing things that don’t scale. But also founders need to distinguish between customers that want to be delighted vs those who simply want attention right?
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I wouldn't necessarily agree - I think it's very rare that any customer reaches out for attention only. Approaching every customer interaction with the same goal (to solve problems and delight them) is the only way to go
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