↧
How to improve your website to delight users
It’s that time again. We are in the midst of redesigning our website. This has got us wondering: what are our opportunities for surprising and delighting our users? Rather than focusing on the obvious...
View ArticleSurprise Tip #4: tell a lie to create delight & loyalty
The first time I placed an order with Zappos, they lied to me, and they stole my heart. Here’s how it went down: the customer service rep told me to expect my rain boots in five days, but they arrived...
View ArticleSurprise Tip #5: use the power of “just because”
Imagine you discover a cupcake (your absolute favorite) sitting on your desk at work. There is no note, and it isn’t your birthday. How do you feel? Research shows that when we can’t explain a surprise...
View Article