How can you pleasantly surprise your customers?
Anticipate the customer’s needs before they realize it is a need and put a solution in place to deal with the situation.
On a recent stay at the Riviera Hotel in Las Vegas, I was pleasantly surprised.
Typically when I get out of the shower in the morning and try to shave, I have to wipe off the fog from the mirror so I can see what I’m doing.
When I encountered this situation at the hotel, I looked at the mirror and saw the typical humid fog on the mirror. However, in the center of the mirror was a clear, unblocked rectangle without any fog.
Apparently the hotel had installed a self-heating or defrosting/defogging mirror in the bathroom.
So now instead of having to wipe down the mirror with minimal effectiveness, I could easily focus on the task at hand: shaving.
The hotel pleasantly surprised me because they anticipated my need (shave without a foggy mirror) before I realized I had that need (this isn’t something I think of except when I’m about to shave). They put a solution in place (the self-clearing mirror) and helped me deal with the situation.
Take a look at your interactions with customers or how your product will interact with them.
How can you eliminate a pain point that customers are so used to having that they will surely notice when someone cared enough to solve the problem?