The Expectation Effect

In the book My Personal MBA by Josh Kaufman, he says the element of surprise and expectation is far better than the product. He gave the example of Zappos. They offer free next day shipping  but only advertise the free shipping part. They leave the next day delivery as a surprise to the customer. ‘The surprise is more valuable. When you perform well above your customers expectations, they’ll be satisfied with the experience.’
Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s