As human beings we're wired to be delighted. We crave that burst that comes when we see, hear, or experience something that makes us go "ahh…" Whether it's fireworks on a balmy night, an extra scoop of ice cream on your triple-decker cone, or finding the perfect pair of shoes (and on sale, no less), we want that sudden spike of joy.
Your tribe's no different. If you want to engage them, you need to evoke delight.
Delighting Your Customers
How would you feel if I walked up to you and gave you an exquisitely decorated, sumptuously baked cupcake? Unless you're skipping carbs this week, you'd probably be pretty happy.
You can give your tribe that cupcake, though it'd probably look a little different.
What made that cupcake so delightful?
- It looked great - time and thought was put into its design.
- It filled a need - you were hungry, and that quick sugar fix would definitely hit the spot.
- It was special - it was much more beautiful and delicious than what you'd make for yourself, or what other people have made for you
- It was unexpected - it's not every day that someone hands you a cupcake.
Delighting your tribe means hitting those same notes - providing an experience that is remarkable, that meets a need, that creates a unique and special feeling, and that your tribe's not expecting. Great tribe leaders provide that delight from the first interaction, increasing loyalty and priming your tribe to spread the word about you to their friends.
How Does Your Tribe Spell Delight?
Your tribe will find different things delightful. Understanding how to evoke that feeling comes down to their specific problems and needs. Buyer personas can be a great help here.
Meet Dave. He's a busy guy: he works sixty hours a week at a busy financial firm, helps his wife manage her candle making business, and spends his weekends biking for charity. His busy schedule keeps him from finding time to care for his pride and joy - his beard.
Lucky for Dave, you have the solution. Your comprehensive beard-care system reduces grooming time through an ultra-fast trimmer and an all-natural beard moisturizer that promotes fullness and helps keep stray hairs in place.
Dave's gonna love this. But how do you get this busy guy to give you a chance?
Delight him. Start with a website that looks great and is easy to use. Give him a way to solve his problems: a blog with beard-care tips, a Facebook page where other bearded men can gather to discuss their experiences, a video series demonstrating faster ways to keep facial hair in great shape. Give him something a little special or unexpected - maybe a free ebook or a sample of your moisturizer if he signs up for your email list. Most importantly, do all of this before Dave becomes a customer.
When you provide Dave with a great experience before he gives you a cent, you establish yourself as a trustworthy, helpful, and genuine organization. You become a source of support, empowerment, and, yes, delight to him, rather than a faceless company trying to get him to make a purchase. You become someone he wants to do business with, and he'll be enthusiastic about telling your story to other members of his tribe.
Delighting your tribe means exceeding their expectations before they consider buying from you. It's a great way to start a relationship, and a powerful tool for keeping that partnership going strong.
What delights your tribe? Drop us an email and share your thoughts!