This episode of DEEP DIVES from DENYSE argues that exceeding customer expectations is crucial for business growth, surpassing mere satisfaction.

It uses examples like Amazon, Zappos, Apple, IKEA, and Brompton Bikes to illustrate how companies achieve this through exceptional service, innovative products, and emotional connections with customers.

In her article discussed in this episode, Denyse emphasises the importance of surprising and delighting customers, creating a memorable experience that fosters loyalty beyond initial satisfaction.

The discussion concludes that aiming for consistent improvement and exceeding expectations should be a core objective for any business.