Delighted Customer Quotes

The fairies, as their custom, clapped their hands with delight over their cleverness, and they were so madly in love with the little house that they could not bear to think they had finished it.

Your customers are always changing and so are their values, perceptions, and needs. Having up-to-date knowledge about them will help you in satisfying their needs as well as delighting them.

When the reward is the activity itself--deepening learning, delighting customers, doing one's best--there are no shortcuts.

Does your manager know that you talk to your customers like this? (Blaine) If you’d like to talk to my mother, who owns this bar, my overindulgent brother, who manages it, or my father, who delights in kicking everyone’s ass around, about your treatment by me, just let me know and I’ll be more than happy to go get one of them for you. I know they’d just love to waste their time dealing with you. They’re real understanding that way. (Aimee)

I have of late—but wherefore I know not—lost all my mirth, forgone all custom of exercises; and indeed it goes so heavily with my disposition that this goodly frame, the earth, seems to me a sterile promontory, this most excellent canopy, the air, look you, this brave o'erhanging firmament, this majestical roof fretted with golden fire, why, it appears no other thing to me than a foul and pestilent congregation of vapors. What a piece of work is a man! How noble in reason, how infinite in faculties, in form and moving how express and admirable, in action how like an angel, in apprehension how like a god! The beauty of the world, the paragon of animals! And yet, to me, what is this quintessence of dust? Man delights not me—no, nor woman neither, though by your smiling you seem to say so.

The imagination serves us only when the mind is absolutely free of any prejudice. A single prejudice suffices to cool off the imagination. This whimsical part of the mind is so unbridled as to be uncontrollable. Its greatest triumphs, its most eminent delights consist in smashing all the restraints that oppose it. Imagination is the enemy of all norms, the idolater of all disorder and of all that bears the color of crime.

Seafood Newburg is a dish with a history. Well, of course MOST dishes have some kind of “history,” but this particular dish is sort of a history celebrity. It all began around 1876 when an “epicurean” named Ben Wenberg (or Wenburg) demonstrated the dish at Delmonico’s restaurant in New York City. After some “tweaking” by the Delmonico chef, Charles Ranhofer, the dish was added to the menu under the name “Lobster Wenburg.” It proved to be very popular. But sometime later, Wenburg got involved in a dispute with the Delmonico’s management and the dish was subsequently removed from the menu. But customers still requested it. So, the name was changed to “Lobster Newburg” and reappeared to the delight of restaurant customers. So, that’s the story. Probably. One can never be sure about these origin myths.

They – psychopath and part psychopath – do well in the more unscrupulous types of sales work, because they take such delight in ‘putting it over on them’, getting away with it – and have so little conscience about defrauding their customers.” Our society is fast becoming more materialistic, and success at any cost is the credo of many businessmen. The typical psychopath thrives in this kind of environment and is seen as a business “hero”.

Products that delight customers do the unexpected. They solve a problem customers didn’t know they had, or they evoke a positive emotion.

I will tell you why; so shall my anticipation Prevent your discovery, and your secrecy to the king And queen moult no feather. I have of late--but Wherefore I know not--lost all my mirth, forgone all Custom of exercises; and indeed it goes so heavily With my disposition that this goodly frame, the Earth, seems to me a sterile promontory, this most Excellent canopy, the air, look you, this brave O'erhanging firmament, this majestical roof fretted With golden fire, why, it appears no other thing to Me than a foul and pestilent congregation of vapours. What a piece of work is a man! how noble in reason! How infinite in faculty! in form and moving how Express and admirable! in action how like an angel! In apprehension how like a god! the beauty of the World! the paragon of animals! And yet, to me, What is this quintessence of dust? man delights not Me: no, nor woman neither, though by your smiling You seem to say so.

When the reward is the activity itself—deepening learning, delighting customers, doing one’s best—there are no shortcuts. The only route to the destination is the high road. In some sense, it’s impossible to act unethically because the person who’s disadvantaged isn’t a competitor but yourself.

Traditional corporations, particularly large-scale service and manufacturing businesses are organized for efficiency. Or consistency. But not joy. Joy comes from surprise and connection and humanity and transparency and new...If you fear special requests, if you staff with cogs, if you have to put it all in a manual, then the chances of amazing someone are really quite low. These organizations have people who will try to patch problems over after the fact, instead of motivated people eager to delight on the spot. The alternative, it seems, is to organize for joy. These are the companies that give their people the freedom (and the expectation) that they will create, connect and surprise. These are the organizations that embrace someone who make a difference, as opposed to searching the employee handbook for a rule that was violated.

The portraits, of more historical than artistic interest, had gone; and tapestry, full of the blue and bronze of peacocks, fell over the doors, and shut out all history and activity untouched with beauty and peace; and now when I looked at my Crevelli and pondered on the rose in the hand of the Virgin, wherein the form was so delicate and precise that it seemed more like a thought than a flower, or at the grey dawn and rapturous faces of my Francesca, I knew all a Christian's ecstasy without his slavery to rule and custom; when I pondered over the antique bronze gods and goddesses, which I had mortgaged my house to buy, I had all a pagan's delight in various beauty and without his terror at sleepless destiny and his labour with many sacrifices; and I had only to go to my bookshelf, where every book was bound in leather, stamped with intricate ornament, and of a carefully chosen colour: Shakespeare in the orange of the glory of the world, Dante in the dull red of his anger, Milton in the blue grey of his formal calm; and I could experience what I would of human passions without their bitterness and without satiety. I had gathered about me all gods because I believed in none, and experienced every pleasure because I gave myself to none, but held myself apart, individual, indissoluble, a mirror of polished steel: I looked in the triumph of this imagination at the birds of Hera, glowing in the firelight as though they were wrought of jewels; and to my mind, for which symbolism was a necessity, they seemed the doorkeepers of my world, shutting out all that was not of as affluent a beauty as their own; and for a moment I thought as I had thought in so many other moments, that it was possible to rob life of every bitterness except the bitterness of death; and then a thought which had followed this thought, time after time, filled me with a passionate sorrow.

MAKE IT SO EASY TO DO BUSINESS WITH YOU THAT IT’S NOT WORTH YOUR CUSTOMER’S TIME TO DO BUSINESS WITH ANYONE ELSE!

Well-crafted and open-ended questions typically begin with What, Why, When, Who, How, and Where, all of which can prompt the most delightful of conversations.

the measure of your success is the level of service you provide and the total satisfaction of your customers.

THOSE WHO BRING SUNSHINE INTO THE LIVES OF OTHERS, CANNOT KEEP IT FROM THEMSELVES.

The only innovation in delighting customers is to understand his need and meet it

What we want you to do is to change the mode of your website from a one-way sales message to a collaborative, living, breathing hub

The first method is to think across the traditional boundaries of your marketplace to alternatives, not just competitors.

Understanding that customer service is the cornerstone of your customer experience helps you leverage it as an opportunity to delight customers and engage them in new, exciting ways.

By delighting your customers, you'll cultivate loyalty, encourage repeat business, and turn your company into a profit magnet that attracts new customers through positive word-of-mouth.

I've been living like this for a long time - about twenty years. I'm forty now. I used to be in the civil service; I no longer am. I was a wicked official. I was rude, and took pleasure in it. After all, I didn't accept bribes, so I had to reward myself at least with that. (A bad witticism, but I won't cross it out. I wrote it thinking it would come out very witty; but now, seeing for myself that I simply had a vile wish to swagger - I purposely won't cross it out!) When petitioners would come for information to the desk where I sat - I'd gnash my teeth at them, and felt an inexhaustible delight when I managed to upset someone. I almost always managed. They were timid people for the most part: petitioners, you know. But among the fops there was one officer I especially could not stand. He simply refused to submit and kept rattling his sabre disgustingly. I was at war with him over that sabre for a year and a half. In the end, I prevailed. He stopped rattling. However, that was still in my youth. But do you know, gentlemen, what was the main point about my wickedness? The whole thing precisely was, the greatest nastiness precisely lay in my being shamefully conscious every moment, even in moments of the greatest bile, that I was not only not a wicked but was not even an embittered man, that I was simply frightening sparrows in vain, and pleasing myself with it. I’m foaming at the mouth, but bring me some little doll, give me some tea with a bit of suger, and maybe I’ll calm down. I’ll even wax tenderhearted, though afterwards I’ll certainly gnash my teeth at myself and suffer from insomnia for a few months out of shame. Such is my custom. And I lied about myself just now when I said I was a wicked official. I lied out of wickedness. I was simply playing around both with the petitioners and with the officer, but as a matter of fact I was never able to become wicked.

And in that time the custom of our praying was brought to mind: how we use for lack of understanding and knowing of Love, to take many means [whereby to beseech Him]. Then saw I truly that it is more worship to God, and more very delight, that we faithfully pray to Himself of His Goodness and cleave thereunto by His Grace, with true understanding, and steadfast by love, than if we took all the means that heart can think. For if we took all these means, it is too little, and not full worship to God: but in His Goodness is all the whole, and there faileth right nought.

UMPTEEN people jolted themselves toward the still-lifeless body stocking of a peanut butter heiress. A kind of religious fervor displayed itself on the hard-breathing senior citizens of Cape Codpiece. Twice annually, they have gathered for the last two hundred years in a display which has to be seen to be conceived. Gnashing their gums in a fit of detergent, they call upon “Almighty Greg” to “send them a Kennedy.” This localized custom comes as rather a shock to many people; still, you can’t please everyone. Each year the used underwear of a prominent citizen is worshiped. This year it is Sylvia de Bortcha’s body stocking that has risen to the occasion. “I have been chosen because of my breeding habits,” she said to a delighted group of well-diggers. “I have worn these off and on for the past year and a half,” she proclaimed, her voice reaching an octave or more. The crowd went wild. “If this

The NPI process was deflating for morale. But figuring out how to “boost morale” is not Amazonian. Other companies have morale-boosting projects and groups with names like “Fun Club” and “Culture Committee.” They view morale as a problem to be solved by company-sponsored entertainment and social interaction. Amazon’s approach to morale was to attract world-class talent and create an environment in which they had maximum latitude to invent and build things to delight customers

It has often given my pleasure to observe, that independent America was not composed of detached and distant territories, but that one connected fertile, wide-spreading country was the portion of our western sons of liberty. Providence has in a particular manner blessed it with a variety of soils and productions, and watered it with innumerable streams, for the delight and accommodation of its inhabitants. A succession of navigable waters form a kind of chain round its borders, as if to bind them together; while the most noble rivers in the world, running at convenient distances, present them with highways for the easy communication of friendly aids, and the mutual transportation of their various ties. With equal pleasure I have as often taken notice, that Providence has been pleased to give us this one connected country to one united people -a people descended from the same ancestors, speaking the same language, professing the same religion, attached to the same principles of government, very similar in their manners and customs, and who, by they their joint counsels, arms, and efforts, fighting side by side throughout a long and bloody war, have nobly established general liberty and independence.

The task of delighting customers is thus the job of everyone. It requires the efforts of everyone in the corporation—and beyond—to share insights and figure out ways to handle a challenge that is much more difficult than merely delivering a product or service.

Now Morn, her rosy steps in the eastern clime Advancing, sowed the earth with orient pearl, When Adam waked, so customed; for his sleep Was aerie-light, from pure digestion bred, And temperate vapors bland, which the only sound Of leaves and fuming rills, Aurora's fan, Lightly dispersed, and the shrill matin song Of birds on every bough; so much the more His wonder was to find unwakened Eve With tresses discomposed, and glowing cheek, As through unquiet rest: He, on his side Leaning half raised, with looks of cordial love Hung over her enamored, and beheld Beauty, which, whether waking or asleep, Shot forth peculiar graces; then with voice Mild, as when Zephyrus on Flora breathes, Her hand soft touching, whispered thus. Awake, My fairest, my espoused, my latest found, Heaven's last best gift, my ever new delight! Awake: The morning shines, and the fresh field Calls us; we lose the prime, to mark how spring Our tender plants, how blows the citron grove, What drops the myrrh, and what the balmy reed, How nature paints her colors, how the bee Sits on the bloom extracting liquid sweet.

A manager's most important work is helping the people doing the work. Give them a goal and let them work. Remove any impediments that get in their way. Do anything that may make them more effective or productive. Then the organization can capitalize on the fruits of their work.

I write them to improve my productivity as a programmer. Making the quality assurance department happy is just a side effect. Unit tests are highly localized. Each test class works within a single package. It tests the interfaces to other packages, but beyond that it assumes the rest just works. Functional tests are a different animal. They are written to ensure the software as a whole works. They provide quality assurance to the customer and don't care about programmer productivity. They should be developed by a different team, one who delights in finding bugs.

We are not mentioning to the captain that Cajeiri is six,” Bren said. “She believes sixteen.” “Sixteen?” Cajeiri crowed, delighted. “Hush, rascal,” Ilisidi said. “It’s a convenient misunderstanding,” Bren said, “saving argument. And there would be argument about his presence otherwise, in a dangerous place. Human custom is against it.” “Do you hear?” Ilisidi said. “You must pretend ten more years, young scoundrel, to satisfy the ship-aiji’s expectations of your wisdom, your sense and your self-restraint.” “I think the ship-aiji will suspect me,” Cajeiri said sadly, and the Ragi-speakers could not but laugh a little.

Other March law offences included truce-breaking, attacking castles, impeding a Warden, importing wool, and a delightful local custom known as “bauchling and reproaching”. This meant publicly vilifying and upbraiding someone, usually at a day of truce; such abuse might be directed at a man who had broken his word, or had neglected to honour a bond or pay a ransom. The “bauchler” (also known as brangler, bargler, etc.) sometimes made his reproof by carrying a glove on his lance-point, or displaying a picture of his enemy, and by crying out or sounding a horn-blast, indicating that his opponent was a false man and detestable.

May 28, 1877 As I don’t believe in sending letters filled with treacle-like sentiment, I feel as if I should…send you a puppy or something. Alas. I don’t know if puppies keep when sent through the mails—and I doubt they’d pass through customs these days. It’s too bad you aren’t a pirate, as you’d once planned. That would make puppy delivery far more efficient. I’d bring up my own ship next to you and send you an entire broadside of puppies. You’d be buried in very small dogs. You’d be far too busy with puppy care to worry about anything else. This is now sounding more and more invasive, and less and less cheering—and nonetheless I have yet to meet anyone who was not delighted by a wriggling mass of puppies. If I ever did meet such a person, he would deserve misery. Do not doubt the power of the puppy-cannon. Edward P.S. If there is no puppy attached to this message, it is because it was confiscated by customs. Bah. Customs is terrible

You can absolutely run a great business without a single goal. You don’t need something fake to do something real. And if you must have a goal, how about just staying in business? Or serving your customers well? Or being a delightful place to work? Just because these goals are harder to quantify does not make them any less important.

recognize that one of the reasons Christmases past probably didn’t live up to your expectations is that you’ve tried to do too much, too perfectly. Look at that list. Choose to let only what you love best about the holidays remain. Cross out two more “musts.” Now there’s time for gazing out the window at gently falling snow, delighting in the sounds of bells and joyful music, savoring the sweet aromas of hot cider, roast turkey, and gingerbread, sipping hot chocolate and homemade eggnog, reading a holiday story each night at dusk, basking in a fire crackling on the hearth, and re-creating cherished customs that care for your soul as well as the souls of those you love.

DevOps benefits all of us in the technology value stream, whether we are Dev, Ops, QA, Infosec, Product Owners, or customers. It brings joy back to developing great products, with fewer death marches. It enables humane work conditions with fewer weekends worked and fewer missed holidays with our loved ones. It enables teams to work together to survive, learn, thrive, delight our customers, and help our organization succeed.

He will embrace a pure system, from its abstract truth, its beauty, its simplicity, and its promise of wide-extended benefit; unless custom has turned poison into food, he will hate the brutal pleasures of the chase by instinct; it will be a contemplation full of horror and disappointment to his mind, that beings capable of the gentlest and most admirable sympathies should take delight in the death-pangs and last convulsions of dying animals.

my tea purchases of Iron Goddess of Mercy, wild white peony, Dragon Well, and the Pu’er in the dried mandarin have pleased my mother-in-law over the years. Kailoo has capitalized on my patronage and that of other inhabitants of the Garden of Fragrant Delights. The reputation of Grace Tranquility Teas has grown, wealthy customers have come, and the business has expanded. Kailoo has become a well-to-do merchant, which has, among other things, allowed him to hire a maid for his wife.

if consumer demand should increase for the goods or services of any private business, the private firm is delighted; it woos and welcomes the new business and expands its operations eagerly to fill the new orders. Government, in contrast, generally meets this situation by sourly urging or even ordering consumers to “buy” less, and allows shortages to develop, along with deterioration in the quality of its service. Thus, the increased consumer use of government streets in the cities is met by aggravated traffic congestion and by continuing denunciations and threats against people who drive their own cars. The New York City administration, for example, is continually threatening to outlaw the use of private cars in Manhattan, where congestion has been most troublesome. It is only government, of course, that would ever think of bludgeoning consumers in this way; it is only government that has the audacity to “solve” traffic congestion by forcing private cars (or trucks or taxis or whatever) off the road. According to this principle, of course, the “ideal” solution to traffic congestion is simply to outlaw all vehicles! But this sort of attitude toward the consumer is not confined to traffic on the streets. New York City, for example, has suffered periodically from a water “shortage.” Here is a situation where, for many years, the city government has had a compulsory monopoly of the supply of water to its citizens. Failing to supply enough water, and failing to price that water in such a way as to clear the market, to equate supply and demand (which private enterprise does automatically), New York’s response to water shortages has always been to blame not itself, but the consumer, whose sin has been to use “too much” water. The city administration could only react by outlawing the sprinkling of lawns, restricting use of water, and demanding that people drink less water. In this way, government transfers its own failings to the scapegoat user, who is threatened and bludgeoned instead of being served well and efficiently. There has been similar response by government to the ever-accelerating crime problem in New York City. Instead of providing efficient police protection, the city’s reaction has been to force the innocent citizen to stay out of crime-prone areas. Thus, after Central Park in Manhattan became a notorious center for muggings and other crime in the night hours, New York City’s “solution” to the problem was to impose a curfew, banning use of the park in those hours. In short, if an innocent citizen wants to stay in Central Park at night, it is he who is arrested for disobeying the curfew; it is, of course, easier to arrest him than to rid the park of crime. In short, while the long-held motto of private enterprise is that “the customer is always right,” the implicit maxim of government operation is that the customer is always to be blamed.

Ningauble replied, “The Devourers want only to amass cash and to raise little ones like themselves to amass more cash and they want to compete with each other at cash-amassing. (Is that coincidentally a city, do you think, Fafhrd? Cashamash?) And the Devourers want to brood about their great service to the many universes—it is their claim that servile customers make the most obedient subjects for the gods—and to complain about how the work of amassing cash tortures their minds and upsets their digestions. Beyond this, each of the Devourers also secretly collects and hides away forever, to delight no eyes but his own, all the finest objects and thoughts created by true men and women (and true wizards and true demons) and bought by the Devourers at bankruptcy prices and paid for with trash or—this is their ultimate preference—with nothing at all.

Shouldn't we get up?" With unexpected strength,he grabbed her waist and rolled her over at the same time, poisitioning her so that she was astride him. "I don't think so." Bronwyn licked her lips. "It is Saint Stephen's Day. The people will be waiting." "For their pots full of money." "So you know the custom," she purred, letting her fingers play with the hairs on his chest. "Of course," he groaned. "I ordered the clay pots as soon as we got back after we went hunting.I'll pass them out tonight." "Did you know that you,too,get a present?" Bronwyn asked as she leaned down to kiss his naval, smiling with delight as his stomach contracted. Ranulf grinned back. "Really?And just what is in my clay pot?" "Your present doesn't come in a pot," she purred, smiling as her hand slowly moved lower,making a trail for her mouth and tongue to follow. "And even more lucky,you don't have to wait until tonight either.

Visitors say, 'Real shrunken heads! Wow! How were they made? By slitting the skin, taking out the skull and brains and steaming them with hot sand? Gross!' But what no one asks is: how did they get here? What are they doing hanging up in a university museum in the south of England? Once you start to answer that question, you realize that shrunken heads like these are a product as much of European curiosity, European taste and European purchasing power as they are of an archaic tribal custom. It is time to turn the spotlight round and point it back at people like you and me, and at our ancestors, who were responsible for bringing hundreds of these heads into museums and people's homes and who delighted in them as much as -- if not more than -- the people who created them in the first place. After all, it is not the Shuar who are pressing their noses to the glass of an exhibition case in an Oxford University museum.

Because,' he said, 'I sometimes have a queer feeling with regard to you, especially when you are near me, as now; it is as if I had a string somewhere under my left ribs, tightly and inextricably knotted to a similar string situation in the corresponding quarter of your little frame. And if that boisterous channel, and two hundred miles or so of land, come broad between us, I am afraid that cord of communion will be snapped; and the nI've a nervous notion I should take to bleeding inwardly. As for you, you'd forget me.' 'That I never would, sir; you know -,' impossible to proceed. [...] The vehemence of emotion, stirred by grief and love within me, was claiming mastery, and struggling for full sway and asserting a right to predominate - to overcome, to live, rise, and reign at last; yes, and to speak. 'I grieve to leave Thornfield; I love Thornfield; I love it, because I have lived in it a full and delightful life, momentarily at least. I have not been trampled on. I have not been petrified. I have not been buried with inferior minds, and excluded from every glimpse of communion with what is bright, and energetic, and high. I have talked, face to face, with what I reverence; with what I delight in, with an origin, a vigorous, and expanded mind. I have known you, Mr. Rochester; and it strikes me with terror and anguish to feel I absolutely must be torn from you forever. I see the necessity of departure; and it is like looking on the necessity of death.' 'Where do you see the necessity?' he asked, suddenly. 'Where? You, sir, have placed it before me.' 'In what shape?' 'In the shape of Miss Ingram; a noble and beautiful woman, your bride.' 'My bride! What bride? I have no bride!' 'But you will have.' 'Yes; I will! I will!' He set his teeth. 'Then I must go; you have said it yourself.' 'No; you must stay! I swear it, and the oath shall be kept.' 'I tell you I must go!' I retorted, roused to something like passion. 'Do you think I can stay to become nothing to you? Do you think I am an automation? a machine without feelings? and can bear to have my morsel of bread snatched from my lips, and my drop of living water dashed from my cup? Do you think, because I am poor, obscure, plain, and little, I am soulless and heartless? You think wrong! I have as much soul as you, and full as much heart! And if God had gifted me with some beauty, and much wealth, I should have made it hard for you to leave me, as it is now for me to leave you. I am not talking to you now through the medium of custom, conventionalities, nor even of mortal flesh; it is my spirit that addresses your spirits; just as if both had passed through the grace, and we stood at God's feel, equal - as we are!' 'As we are!' repeated Mr. Rochester - 'so,' he added, including me in his arms, gathering me to his breast, pressing his lips on my lips; 'so, Jane!' 'Yes, so, sir,' I rejoined; 'and yet not so; for you are a married man, or as good as a married man, and we'd to one inferior to you - to one with whom you have no sympathy - whom I do not believe you truly love; for I have seen and heard you sneer at her. I would scorn such a union; therefore I am better than you - let me go!' 'Where, Jane? to Ireland?' 'Yes - to Ireland. I have spoke my mind, and can go anywhere now.' 'Jane, be still; don't struggle so, like a wild, frantic bird that is tending its own plumage in its desperation.' 'I am no bird; and no net ensnares me; I am a free human being, with an independent will; which I now exert to leave you.' Another effort set me at liberty, and I stood erect before him. 'And your will shall decide your destiny,' he said; 'I offer you my hand, my heart, and a share of all my possessions.' 'You play a farce, which I merely taught at.' 'I ask you to pass through life at my side - to be my second self, and best earthly companion.' [...] 'Do you doubt me, Jane?' 'Entirely.' 'You have no faith in me?' 'Not a whit.

Angus had little taste for the moral disaster that the public realm had become, and had come to the realisation that there was no essential merit in knowing what was going on in this fraught and distasteful arena. If he did not follow the parliamentary debates in the Scottish Parliament, did it make the slightest difference to anything? It did not, he decided. If he declined to read what the President of France had been up to, would this be noticed in Paris? Or anywhere else? He thought not. And so, in search of inner peace, he had instituted a new custom: on one day each week he would neither read a newspaper nor listen to the news on the radio, nor watch it on television. Isolated from the world of events, he would give his attention to the world itself; he would inhabit his moment and his place, rather than the fevered world reflected in the news. And with that detachment he was delighted to discover a sense of peace and resolution that in the normal course of events eluded him, and eluded, too, he suspected, many of those who were enmeshed in the world of current events. He

Once, on the road, Prim met a meditating sage who had spent most of his life on top of a flat rock. They had black bread and shared some ajash, as was custom. The sage was thankful, as the road was not very frequently traveled in those days and he was very near the point of starvation. During his conversation, he was delighted to learn of Prim’s extensive mastery of Empty Palms and the fifty five earthly purities. Delighted, and as payment for his meal, he taught Prim the meaning of watchfulness. This was the old breathing and cold-atum technique often used by warrior monks in those days. It ran through the following methodology: Build a tower, and make it impregnable. Make every stone so tightly sealed that no insect can squeeze through, no grain of sand can make it inside. Your tower must have no windows or doors. It must not accept passage by friend or foe. No weapon, no act of violence, and not one mote of love may penetrate its stony interior. “Why build the tower this way?” said Prim? “It will make you invincible,” said the sage, “This is the way of Ya-at slave monks. Their skin is like iron, and so are their hearts. They are inured to death and fear. Grief shall never find them, and neither shall weakness.” Prim thought a moment, and came upon a realization, for she was wise, obedient, and an excellent daughter. “If a man built a tower this way, he would quickly starve, no matter how strong he became.” The sage was even more delighted. “Yes,” he said, “There is a better way, and I will teach it to you: Once you have built your tower, you must deconstruct it, brick by brick, stone by stone. You must do it meticulously and carefully, so that while you leave no physical trace of it remaining, your tower is still built in your mind and your heart, ready to spring anew at a moment’s notice. You can enjoy the fresh air, and eat fine meals, and enjoy a good drink with your friends, but all the while your tower remains standing. You are both prisoner and warden. This is the hardest way, but the strongest.” Prim saw the wisdom in this, and quickly made to return to the road, but the sage stopped her before she left. “As you to your earlier remark,” the sage said, “The man who builds his tower but cannot take it apart again – that man is at the pinnacle of his strength. But that man will surely perish.” – Prim Masters the Road

In my thirty years as a judge I have only ever pronounced in favour of the death penalty." "And don't you think," I asked him, "that you might have some reason to reproach yourself for the deaths of these people – as you would with a murder?" "Goodness!" he said. "Must we dwell on this?" "But," I told him, "this is nonetheless what polite society would call an absolute horror." "Oh," he replied, "one must learn to accept the horror of anything that makes one hard, and for one very simple reason – which is that this thing, however appalling you would like to think it might be, is no longer horrifying for you the moment it makes you come; it only remains so therefore in other people's eyes, but who can tell me that the opinions of others – which are almost always wrong on every score – are not equally so on this one? Nothing," he continued, "is fundamentally good or fundamentally bad – everything is simply relative to our customs, opinions and prejudices. Once this point is established, it is entirely possible that something perfectly indifferent in its own right might nevertheless seem contemptible in your eyes and yet most delightful in mine; and the moment I develop a liking for it – as difficult as it may be to determine its true worth – the moment it amuses me, would I not be mad to deprive myself of it just because you disapprove?

Beatriz breathed in the sweet aromas that lately appealed to her. Those at the forefront were of various honeys in the wooden honey pots anchoring the tablecloth: lavender, orange blossom, and eucalyptus. But the room was a cornucopia of visual and olfactory treats. Marcona almonds were roasting in Reuben's old wood oven, and from the kitchen downstairs wafted scents of all the spices they would be offering their customers fresh over the counter in cloth bags: cinnamon stalks, cloves, anise, ground ginger, juniper berries, finely grated nutmeg. Nora and Beatriz packaged all the spices themselves. They would also offer ribbon-tied bags of Phillip's tea creations served in the café: loose leaves of lemon verbena, dried pennyroyal, black tea with vanilla. All around the room, on the floor, shelves, and counters, were baskets and baskets and baskets of irresistible delights: jars of marmalades and honeys and pure, dark, sugarless chocolate pieces ready to melt with milk at home for the richest hot chocolate. Customers could even buy jars of chocolate shavings, to sprinkle over warmed pears and whipped cream, or over the whipped cream on their hot chocolates. They sold truffles white and dark, with or without rum, biscuits with every variation of nuts and spices, bars small or large of their own chocolate, and dried fruits dipped in chocolate.

In a village quaint and bright, Lived a chef with great delight. Every morn, with break of day, He’d cook his meals, then he’d say “Did you eat?” His voice so clear, Echoed far and echoed near. Neighbors smiled, children played, In his care, their hearts were laid. One fine day, a stranger came, Hungry, tired, seeking fame. “Teach me, chef, your art so fine, I long to make my dishes shine.” With a nod and knowing glance, The chef began the culinary dance. “First, you learn to truly care, For food is love, you must declare.” Days turned weeks, the lessons flew, The stranger learned and friendships grew. But fame and glory filled his mind, Leaving care and love behind. He opened a place, grand and vast, But love for food, a thing of the past. “Did you eat?” He’d never ask, Focused solely on his task. DID YOU EAT? Customers came, then soon they went, For something vital had been spent. Food was fine, but heart was cold, A lesson learned, a tale retold. Back he went, with heavy heart, To the chef who’d played his part. “Teach me now, what I have missed, For love and care, I have dismissed.” The chef then smiled, wise and kind, “To care for others, open your mind. The food you make, with love instill, And hearts you’ll nourish, a void you’ll fill.” “Did you eat?” He asked anew, And in that question, wisdom true. For food with love is more than treat, It’s a bond, a joy, a life complete. So here’s the tale, both light and deep, A lesson strong for all to keep. In every meal, in every greet, Ask with love, “Did you eat?

Did You Eat?" In a village quaint and bright, Lived a chef with great delight. Every morn, with break of day, He’d cook his meals, then he’d say “Did you eat?” His voice so clear, Echoed far and echoed near. Neighbors smiled, children played, In his care, their hearts were laid. One fine day, a stranger came, Hungry, tired, seeking fame. “Teach me, chef, your art so fine, I long to make my dishes shine.” With a nod and knowing glance, The chef began the culinary dance. “First, you learn to truly care, For food is love, you must declare.” Days turned weeks, the lessons flew, The stranger learned and friendships grew. But fame and glory filled his mind, Leaving care and love behind. He opened a place, grand and vast, But love for food, a thing of the past. “Did you eat?” He’d never ask, Focused solely on his task. Customers came, then soon they went, For something vital had been spent. Food was fine, but heart was cold, A lesson learned, a tale retold. Back he went, with heavy heart, To the chef who’d played his part. “Teach me now, what I have missed, For love and care, I have dismissed.” The chef then smiled, wise and kind, “To care for others, open your mind. The food you make, with love instill, And hearts you’ll nourish, a void you’ll fill.” “Did you eat?” He asked anew, And in that question, wisdom true. For food with love is more than treat, It’s a bond, a joy, a life complete. So here’s the tale, both light and deep, A lesson strong for all to keep. In every meal, in every greet, Ask with love, “Did you eat?

Saturday is birthday cake day. During the week, the panadería is all strong coffee and pan dulce. But on weekends, it's sprinkle cookies and pink cake. By ten or eleven this morning, we'll get the first rush of mothers picking up yellow boxes in between buying balloons and paper streamers. In the back kitchen, my father hums along with the radio as he shapes the pastry rounds of ojos de buey, the centers giving off the smell of orange and coconut. It may be so early the birds haven't even started up yet, but with enough of my mother's coffee and Mariachi Los Camperos, my father is as awake as if it were afternoon. While he fills the bakery cases, my mother does the delicate work of hollowing out the piñata cakes, and when her back is turned, I rake my fingers through the sprinkle canisters. During open hours, most of my work is filling bakery boxes and ringing up customers (when it's busy) or washing dishes and windexing the glass cases (when it's not). But on birthday cake days, we're busy enough that I get to slide sheet cakes from the oven and cover them in pink frosting and tiny round nonpareils, like they're giant circus-animal cookies. I get to press hundreds-and-thousands into the galletas de grajea, the round, rainbow-sprinkle-covered cookies that were my favorite when I was five. My mother finishes hollowing two cake halves, fills them with candy- green, yellow, and pink this time- and puts them back together. Her piñatas are half our Saturday cake orders, both birthday girls and grandfathers delighting at the moment of seeing M&M's or gummy worms spill out. She covers them with sugar-paste ruffles or coconut to look like the tiny paper flags on a piñata, or frosting and a million rainbow sprinkles.

I grieve to leave Thornfield: I love Thornfield - I love it, because I have lived in it a full and delightful life, - momentarily at least. I have not been trampled on. I have not been petrified. I have not been buried with inferior minds, and excluded from every glimpse of communion with what is bright and energetic, and high. I have talked, face to face, with what I reverence: with what I delight in, - with an original, a vigorous, an expanded mind. I have know you, Mr Rochester; and it strikes me with terror and anguish to feel I absolutely must be torn from you for ever. I see the necessity of departure; and it is like looking on the necessity of death.” “Where do you see the necessity?” He asked, suddenly. “Where? You, sir, have placed it before me.” “In what shape?” “In the shape of Miss Ingram; a noble an beautiful woman, - your bride.” “My bride! What bride? I have no bride!” “But you will have.” “Yes;- I will - I will!” He set his teeth. “Then I must go - you have said it yourself.” “No: you must stay! I swear it - and the oath shall be kept.” “I tell you I must go!” I retorted, roused to something like passion. “Do you think I can stay to become nothing to you? Do you think I am an automaton? - a machine without feelings? and can bear to have my morsel of bread snatched from my lips, and my drop of living water dashed from my cup? Do you think because I am poor, obscure, plain, and little, I am soulless and heartless? You think wrong! - I have as much soul as you, - and full as much heart! And if God had gifted me with some beauty and much wealth, I should have made it as hard for you to leave me, as it is now for me to leave you. I am not talking to you now through the medium of custom, conventionalities, nor even of mortal flesh - it is my spirit that addresses your spirit; just as if both had passed through the grave, and we stood at God’s feet, equal, - as we are!” “As we are!” Repeated Mr Rochester - “so,” he added, enclosing me in his arms, gathering me to his breast, pressing his lips on my lips: “so, Jane!

Begin by asking questions. What are the sacred-cow rules in your industry that should be rethought?

Though it’s unclear whether Jeff knew about Charlie’s idea before sending out his directive to launch a free shipping program in October, it doesn’t really matter—the story is noteworthy for a couple of reasons. First, customer-focused ideas come from all areas within Amazon. Many companies have the “business people” tell the “technical people” what to build. There’s little discussion back and forth, and the teams stay in their own lanes. Amazon is not like this at all. It’s everyone’s job to obsess over customers and think of inventive ways to delight them. A second noteworthy aspect of the story is that when Charlie returned from vacation and found out we had decided to build something akin to his idea, he joined the team charged with making Prime a reality, and played a vital role on it.

Protein Powder Milk Tea: A Nourishing Blend of Flavor and Wellness In the world of culinary innovation, the fusion of familiar favorites with health-conscious choices has led to the emergence of protein powder milk tea. This innovative concoction takes the beloved flavors of milk tea and infuses them with the nourishing benefits of protein, offering a delicious way to elevate both taste and well-being. Milk tea, renowned for its creamy texture and diverse flavor profiles, has captured the hearts of beverage enthusiasts worldwide. Now, with the introduction of protein powder, milk tea becomes more than just a delightful indulgence; it transforms into a nourishing treat that supports muscle recovery and overall health. Protein powder milk tea takes the beverage experience a step further by addressing the needs of those who seek to integrate protein into their daily routines. Protein is an essential building block for our bodies, aiding in muscle repair, immune function, and maintaining a healthy metabolism. With protein powder milk tea, individuals can enjoy the flavors they love while also benefiting from the nutritional value of protein. This innovation offers versatility that caters to different lifestyles and preferences. Whether you're a fitness enthusiast looking for a post-workout replenishment or someone who appreciates a nutritious and delicious snack, protein powder milk tea fits the bill. Its adaptability makes it a convenient choice for anyone striving to strike a balance between their taste buds and their health goals. The availability of protein powder milk tea has also expanded the options for at-home customization. Enthusiasts can experiment with flavors, sweetness levels, and protein concentrations, creating a personalized beverage that aligns with their dietary preferences. In conclusion, protein powder milk tea underscores the exciting possibilities that arise when traditional flavors meet modern nutritional needs. It showcases the potential of culinary creativity to cater to diverse tastes while supporting holistic well-being. With every sip of protein powder milk tea, individuals are embracing a delicious journey towards a healthier and more balanced lifestyle.

My best friend and other business partner, Adeena Awan, was embracing spring's floral vibes by pushing her signature lavender chai latte as well as her new seasonal creations, including a lavender honey latte (the honey sourced from Elena's uncle's local apiary), lavender calamansi-ade, and a sampaguita matcha latte (I didn't really like floral flavors, but even I had to admit the matcha drink was stunning). As for me, I was leaning into "spring means green" and had prepared pandan-pistachio shortbread and brownies with a pandan cheesecake swirl. I also came up with a red bean brownie recipe, which wasn't particularly spring-like, but hey, I was in a brownie mood. And for a quick no-bake option, I developed buko pandan mochi Rice Krispie treats, which would be sure to delight our youngest customers

Within weeks of ownership, I invested in two used industrial mixers and a brand-new stone deck oven, and branched out from bagels to my personal passion: leaven bread. We make the basics like baguettes, ciabatta, pagnotta, whole wheat, rye and sourdough. But I love to experiment. Custom orders for chocolate-cherry pumpernickel and piñon-nut queso blanco con mango whole wheat garnered so many requests they quickly became store staples along with gourmet delights like bittersweet chocolate croissants, bourbon pecan cinnamon rolls and focaccia pizzas. Friends call my creations the haute couture of bread-making.

He knew they didn’t have much time left, and that one day she’d walk out that door. Emma was never meant to be permanent, a warm breeze after the blizzard. Nothing more. Nick had prepared for that, told Skylar when she’d asked. He was ready for the return to working the rush alone and the lack of donuts to delight the customers. The business could survive without her. He just wasn’t so certain if his heart would.

Companies compete for customers by creating superior customer delight. Many companies strive to be best in class. But having better quality and higher WTP is no guarantee for success. What matters is the difference between WTP and price—in other words, customer delight.

Paying close attention to WTP throughout the customer journey allows you to see opportunities for increasing customer delight in a myriad of ways. Motivating consumers to purchase a product and facilitating its sale (by placing vending machines before the turnstiles) is a far narrower concern than the ambition to create a great customer experience. Recognizing

the ultimate arbiter of strategic success is an increase in customer delight, not WTP per se.

What do executives love best about customer delight? The fact that it is highly contagious. Just ask David Vélez, CEO of Brazil’s Nubank, the world’s largest independent digital bank. Nubank gains more than 40,000 customers each day, 80 percent of them through referrals from existing customers.

But at some high-performing technology companies, developers often play an outsized role not just in the code they’re writing but also in the product and business strategy. They treat their products more as a craft than a job and, in doing so, delight customers with digital experiences—think Apple, Google, Spotify, and Uber.

Complements help raise WTP. The currency that counts in competition is customer delight, and complements are a powerful means of increasing WTP and, as a result, creating more value for customers.

The question of whether companies like Facebook, Google, and Alibaba have become “too big” is hotly contested.24 To resolve the issue, we need to weigh the customer delight that results from network effects against the cost of limited competition.

To make smart, fast decisions, stay nimble, innovate and invent and focus on delighting customers.

practice of trading by going straight to the customers—in a quiet way at least, so that the other villagers didn’t get the same idea. It grew dark outside, and my brother and I made sure that everything was locked up tight. At dinner, Brew and I brought up the new idea, and both Mom and Dad were both delighted. The encouragement felt really good, and Mom said, “Well, I’m glad I made roast chicken and potatoes.” During our fruit course, Dad brought up the subject of the weird behavior of the mobs in the area. There

Enable your organization to delight customers in the long term

BE STRATEGIC, NOT REACTIVE. Often, companies will mistake invention for innovation. They are not the same thing. This common mistake can lead to shallow ideation, one-dimensional product or service ideas, and undifferentiated engagement with your customers. Look beyond products to consider new business models that integrate greater purpose and deliver more robust experiences that delight customers.

MAPLE RIDGE CONCRETE AND PAVING Maple Ridge Concrete & Paving has spent many years refining our concrete and paving services, and we are now delighted to offer our services to residential properties. We have helped many clients in the installation of their brand new paved surfaces such as driveways, patios, and parking lots, as well as professionally restoring varying levels of damaged areas. We have worked with a broad range of customers and strive to provide the best quality services to each and every one of them. You can rely on us to provide you with stunning, durable, and well-fashioned paved areas- as a reputable paving company serving the Greater Vancouver and Fraser Valley region. We value our clients above all else, so please don't hesitate to contact us if you have any questions or concerns, whether before, during, or after our service. Concrete Driveways A concrete driveway is one of the most cost-effective ways to restore or remodel your driveway. If installed by our concrete contractors, utilizing a range of texture, color, and artificial finish choices, a concrete patio or driveway can add beauty and elegance to your home. Asphalt Driveways Asphalt is the quickest material for paving your driveway since it dries quickly and can often be used the next day with the help of a professional paving contractor. It's also made up of recycled materials, thus, it's an eco - friendly option. Factors to Consider in a Driveway Choosing whether to use concrete or choosing an asphalt driveway is determined by your preferences and circumstances including: energy efficiency, cost savings, or avoiding costly maintenance. Examine these variables before planning a new driveway to decide which one is most suitable for you. Cost and Long-Term Investment Look at the long-term investment along with the installation price to know which one is suited to park your vehicles. Consider each material's long-term investment as well as the installation cost to determine which one can enhance the curb appeal of your property while also providing the additional space you require. You should work with a reputable concrete installer who knows how to professionally build a driveway if you want it to outlast. Aesthetic and Design A new driveway can improve your home's aesthetic appeal while also complementing your design options. The design of your driveway will be influenced by the color and architectural style of your property. Examine your house from the exterior to see which colors, styles, and features would best complement the overall concept of your living area. If you're planning to sell your property in the future, consider what prospective buyers want in a driveway and incorporate that into the design, and let concrete contractors like us handle all the work for you. Eco-Friendliness To feel confident in your investment, consider creating an eco-friendly driveway to encourage a healthier environment. Lower energy consumption, use of renewable resources, dedication to enhancing or sustaining the local water quality, and manufacturing that produces fewer carbon emissions are just some characteristics to look for when determining whether a material is environmentally friendly and sustainable. Our concrete and cement contractors at Maple Ridge Concrete and Paving can help you choose eco-friendly materials for your driveways.

Julia pulled out the lemon sponge cake and probed it with the end of a knife, delighted by how perfectly cooked it was. She removed it from the tray and set it on a cooling rack so it would be ready for the freshly made lemon buttercream icing. Julia had been working on the recipe for her new lemon sponge cake for the best part of the week, and she was sure she had found the right balance between tangy and sweet with her latest batch. Even if she approved of the cake, it wouldn’t make its way onto her café’s menu until her customers had taken their turns sampling it.

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Let your competitors do cheap and efficient marketing while yours entertains, delights, inspires, and wows.

At the street level, Sugar Fair welcomed customers into a bright, child-like fantasy. The architecturally designed enchanted forest was awash in jewel tones, and gorgeous smells, and the waterfall of free-flowing chocolate. But it was the Dark Forest downstairs that had proved an unexpected money-spinner, an income stream that had helped keep them afloat through the precarious first year. Four nights a week, through a haze of purple smoke and bubbling cauldrons, Sylvie taught pre-booked groups how to make concoctions that would tease the senses, delight the mind... and knock people flat on their arse if they weren't careful. High percentage of alcohol. It was a mixology class with a lot of tricks and pyrotechnics. It had been Jay's idea to get a liquor license. "Pleasures of the mouth," he'd said at the time. "The holy trinity--- chocolate, coffee, and booze." With even her weekends completely blocked out, Sylvie had almost made a crack about forfeiting certain other pleasures of the mouth, but Jay had inherited a puritanical streak from his mother. Both their mouths looked like dried cranberries if someone made a sex joke. The sensuous, moody haven in the basement was a counterbalance to the carefully manufactured atmosphere upstairs. There were, after all, reasons to shy away from relentless cheer. Perhaps someone had just been through a breakup, or a family reunion. A really distressing haircut. Maybe they'd logged on to Twitter and realized half the population were a bunch of pricks. Or maybe the'd picked up the Metropolitan News and found Dominic De Vere indirectly thrashing their entire business aesthetic in a major London daily. Whatever the reason--- feeling a little stressed? A bit peeved? Annoyed as fuck? Welcome to the Dark Forest. Through the bakery, turn left, down the stairs.

When I was a child, charlottes--- French desserts made traditionally out of brioche, ladyfingers, or sponge and baked in a charlotte mold--- were everywhere. Charlotte au chocolat wasn't the only variety, though being chocolate, it had the edge on my mother's autumn-season apple charlotte braised with brioche and poached in clarified butter, and even on the magnificent charlotte Malakoff she used to serve in the summer: raspberries, slivered almonds, and Grand Marnier in valleys of vanilla custard. But it is charlotte au chocolat, being my namesake dessert, that I remember most, for we offered it on the menu all year long. I walked into the pastry station and saw them cooling in their rusted tin molds on the counter. I saw them scooped onto lace doilies and smothered in Chantilly cream, starred with candied violets and sprigs of wet mint. I saw them lit by birthday candles. I saw them arranged, by the dozens, on silver trays for private parties. I saw them on customers' plates, destroyed, the Chantilly cream like a tumbled snowbank streaked with soot from the chocolate. And charlottes smelled delightful: they smelled richer, I thought, than any dessert in the world. The smell made me think of black velvet holiday dresses and grown-up perfumes in crystal flasks. It made me want to collapse and never eat again.

The spirit ought to be brought up for examination daily. It was the custom of Sextius when the day was over, and he had betaken himself to rest, to inquire of his spirit: “What bad habit of yours have you cured to-day? What vice have you checked? In what respect are you better?” Anger will cease, and become more gentle, if it knows that every day it will have to appear before the judgment seat. What can be more admirable than this fashion of discussing the whole of the day’s events? How sweet is the sleep which follows this self-examination? How calm, how sound, and careless is it when our spirit has either received praise or reprimand, and when our secret inquisitor and censor has made his report about our morals? I make use of this privilege, and daily plead my cause before myself: when the lamp is taken out of my sight, and my wife, who knows my habit, has ceased to talk, I pass the whole day in review before myself, and repeat all that I have said and done: I conceal nothing from myself, and omit nothing: for why should I be afraid of any of my shortcomings, when it is in my power to say, “I pardon you this time: see that you never do that anymore”?… A good man delights in receiving advice: all the worst men are the most impatient of guidance.

Though it’s unclear whether Jeff knew about Charlie’s idea before sending out his directive to launch a free shipping program in October, it doesn’t really matter—the story is noteworthy for a couple of reasons. First, customer-focused ideas come from all areas within Amazon. Many companies have the “business people” tell the “technical people” what to build. There’s little discussion back and forth, and the teams stay in their own lanes. Amazon is not like this at all. It’s everyone’s job to obsess over customers and think of inventive ways to delight them.

Large fountain glasses arrived at our table, layered with sweet beans, caramelized saba bananas, jackfruit, palm fruit, nata de coco, and strips of macapuno topped with shaved ice, evaporated milk, a slice of leche flan, a healthy scoop of ube halaya, and a scattering of pinipig, the toasted glutinous rice adding a nice bit of crunch. This frosty rainbow confection raised my spirits every time I saw it, and both Sana and I pulled out our phones to take pictures of the dish. She laughed. "This is almost too pretty to eat, so I wanted to document its loveliness before digging in." "This is for the restaurant's social media pages. My grandmother only prepares this dish in the summer, so I need to remind our customers to come while it lasts." "How do we go about this?" Rob asked, looking at his rapidly melting treat in trepidation. "Up to you. You can mix everything together like the name says so that you get a bit of everything in each bite. Or you can tackle it layer by layer. I'm a mixing girl, but you better figure it out fast or you're going to be eating dessert soup." We all dug in, each snowy bite punishing my teeth making me shiver in delight. I loved the interplay of textures---the firmness of the beans versus the softness of the banana and jackfruit mingling with the chewiness of the palm fruit, nata de coco, and macapuno. The fluffy texture of the shaved ice soaked through with evaporated milk, with the silky smoothness of the leche flan matched against the creaminess of the ube halaya and crispiness of the pinipig. A texture eater's (and sweet tooth's) paradise. "This is so strange," Valerie said. "I never would've thought of putting all these things together, especially not in a dessert. But it works. I mean, I don't love the beans, but they're certainly interesting. And what are these yellow strips?" "Jackfruit. When ripe, they're yellow and very sweet and fragrant, so they make a nice addition to lots of Filipino desserts. They were also in the turon I brought to the meeting earlier. Unripe jackfruit is green and used in vegetarian recipes, usually.

The Spellbinder calls the phenomenon pervading commerce these days ‘The Collective De-Professionalization of Business,’” noted the billionaire. “People who should be working, delighting customers, showcasing extraordinary skills, unlocking otherworldly value for their organizations so both they and their firms experience success are watching inane videos on their phones, shopping online for shoes or scrolling through their social feeds. I’ve never seen people so disengaged at work, so checked out and so exhausted. And I’ve never seen people making so many mistakes.

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To ensure customers are being delighted, the bank uses data instrumentation to measure, monitor, and control processes by providing real-time knowledge of customers’ journeys.

More importantly, all of the Disney experience is a result of powerful two-way conversations. Disney asks in ways that invite high response rates, it listens, and then it engages in highly relevant, highly contextual, highly personalized ways that meet needs and delights customers.

deployments occur throughout the business day when everyone is already in the office and without our customers even noticing—except when they see new features and bug fixes that delight them.

Jefferson was distraught. “I was sitting by Dr. Franklin,” he recalled, “who perceived that I was not insensible to these mutilations.” But the process (in addition to in fact improving the great document) had the delightful consequence of eliciting from Franklin, who sought to console Jefferson, one of his most famous little tales. When he was a young printer, a friend starting out in the hat-making business wanted a sign for his shop. As Franklin recounted: He composed it in these words, “John Thompson, hatter, makes and sells hats for ready money,” with a figure of a hat subjoined. But he thought he would submit it to his friends for their amendments. The first he showed it to thought the word “Hatter” tautologous, because followed by the words “makes hats,” which showed he was a hatter. It was struck out. The next observed that the word “makes” might as well be omitted, because his customers would not care who made the hats . . . He struck it out. A third said he thought the words “for ready money” were useless, as it was not the custom of the place to sell on credit. Everyone who purchased expected to pay. They were parted with; and the inscription now stood, “John Thompson sells hats.” “Sells hats!” says his next friend; “why, nobody will expect you to give them away. What then is the use of that word?” It was stricken out, and “hats” followed, the rather as there was one painted on the board. So his inscription was reduced ultimately to “John Thompson,” with the figure of a hat subjoined.”37

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VIU by HUB is an insurance brokerage that offers personal insurance policies for B2C customers. They reimagine the way you find and manage your personal insurance policies. They believe that finding the right insurance coverage should be easy, quick, and even delightful.

Customer‐centric culture. As Jeff Bezos, the CEO of Amazon says, “Customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don't yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf.

Pageantry. Elm winked at his father, fixing his face with his custom brand of petulant, courtly charm. “The Pine family. How delightful.” He turned to Wayland. “I was sorry to hear about your Iron Gate Card.” His bruised hand flexed beneath the table. “Nasty things, highwaymen.” Wayland Pine, the poor bastard, looked close to tears at the mention of the Providence Card Ravyn had rid him of several weeks ago. “Thank you, my Prince.” He bowed, his hand on his eldest daughter’s back, pushing her slightly forward. “You remember Farrah, my eldest.” Elm hardly did. “Of course. Are you long at Stone, Miss Pine?” Farrah’s eyes flickered to the King. “For a week, Your Grace. For the feasts.” “For which we are most grateful to be invited,” Wayland chimed, another bow. The King raised a hand, acceptance and dismissal in a single gesture. The Pines shuffled away, Farrah bidding Elm a backward glance. “What feasts?” he said to his father, watching the Pines disappear into the crowd. The King leaned back in his chair. “Beginning tomorrow night, there will be six feasts. On the sixth, you will choose a wife.

Remember and Share - Variable Reward is the third phase of the Hook Model, and there are three types of variable rewards: tribe, hunt and self. - Rewards of the tribe is the search for social rewards fueled by connectedness with other people. - Rewards of the hunt is the search for material resources and information. - Rewards of the self is the search for intrinsic rewards of mastery, competence, and completion. - When our autonomy is threatened, we feel constrained by our lack of choices and often rebel against doing a new behavior. Psychologists call this “reactance.” Maintaining a sense of user autonomy is a requirement for repeat engagement. - Experiences with finite variability become increasingly predictable with use and lose their appeal over time. Experiences that maintain user interest by sustaining variability with use exhibit infinite variability. - Variable rewards must satisfy users’ needs, while leaving them wanting to re-engage with the product.   *** Do This Now Refer to the answers you came up with in the last “Do This Now” section to complete the following exercises: - Speak with five of your customers in an open-ended interview to identify what they find enjoyable or encouraging about using your product. Are there any moments of delight or surprise? Is there anything they find particularly satisfying about using the product? - Review the steps your customer takes to use your product or service habitually. What outcome (reward) alleviates the user’s pain? Is the reward fulfilling, yet leaves the user wanting more? - Brainstorm three ways your product might heighten users’ search for variable rewards using: - Rewards of the Tribe - gratification from others - Rewards of the Hunt - things, money or information - Rewards of the Self - mastery, completion, competency or consistency

The purpose of business is to create and keep a customer. —Peter F. Drucker

LEADERSHIP | Intuit’s CEO on Building a Design-Driven Company Brad Smith | 222 words Although 46 similar products were on the market when Intuit launched Quicken, in 1983, it immediately became the market leader in personal finance software and has held that position for three decades. That’s because Quicken was so well designed that using it is intuitive. But by the time Smith became CEO, in 2008, the company had become overly focused on adding incremental features that delivered ease of use but not delight. What was missing was an emotional connection with customers. He and his team set out to integrate design thinking into every part of Intuit. They changed the layout of the office, reduced the number of cubes, and added more collaboration spaces and places for impromptu work. They increased the number of designers by nearly 600% and now hold quarterly design conferences. They bring in people who have created exceptionally designed products, such as the Nest thermostat and the Kayak travel website, to share insights with Intuit employees. The company acquired one start-up, called Mint, and collaborates with another, called ZenPayroll, to improve customer experience. Although most people don’t think of financial software as a category driven by emotion or design, Smith writes, Intuit’s D4D (“design for delight”) program has paid off. For example, its SnapTax app, inspired by consumers’ migration to smartphones, led one user to write, “I want this app to have my babies.

You can increase conversion rates and return on investment (ROI) by several times by making PPC landing pages extremely relevant.

In God we trust; all others bring data. —Dr. W. Edwards Deming

It was among the Parthians the custom that none was to give their children any meat in the morning before they saw the sweat on their faces, and you shall find this to be God’s usual course not to give His children the taste of His delights till they begin to sweat in seeking after them.—Richard Baxter

Principle 2: Customers expect seamless experiences across platforms and channels. The Internet of Things will be instrumental to helping you create this, enabling new interactions that bring ease and delight to your customers. In

There are many advantages to a customer-centric approach, but here’s the big one: customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don’t yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf. Jeff Bezos From 7 insightful quotes to shareholders via letter. 2017

Inbound PR can help you build brand awareness, generate leads (customer or media), nurture them, close them as customers or publishers, and then delight them to retain them with even better services, stories, and strong relationships.

The future of organization has amazing digital traits such as adaptability, differentiated competency, innovation, customer-centricity, empathy, and participation.

At the café chain Pret A Manger, for example, regular customers noticed that, every now and then, they’d be given something for free with their order. One service expert wrote, of getting free coffee, “It has happened a few times over the last few years, too often for it to be a coincidence, yet so infrequent that it is unexpected. This makes me feel valued as a customer, puts a smile on my face and encourages me to visit again.” These “spontaneous” gifts are only half-spontaneous, as it turns out. Pret A Manger employees are allowed to give away a certain number of hot drinks and food items every week. Pret CEO Clive Schlee said of his staffers, “They will decide ‘I like the person on the bicycle’ or ‘I like the guy in the tie’ or ‘I fancy that girl or that boy.’ It means 28% of people have had something free.” Think on that. Almost a third of customers have gotten something free at least once. (Probably more than once, if they have dimples.) Other retail chains provide discounts or freebies to customers who use loyalty cards, of course, but Schlee told the Standard newspaper he rejected that approach: “We looked at loyalty cards but we didn’t want to spend all that money building up some complicated Clubcard-style analysis.” This is ingenious. Pret A Manger has restored the surprise and humanity to perks that, in a loyalty card scheme, would have been systematized. Note that the giveaways are satisfying for the staff as well as the customers. In an industry where rules tend to govern every employee behavior, it’s a relief for employees to be given some discretion: Hey, every week, give away some stuff to whomever you like. It broke the script for them, too. In the service business, a good surprise is one that delights employees as well as customers.