Delighting users is not about service. It takes the premise of what it means to be a consumer and raises it to new heights. It is not the moment when your customers, clients or beneficiaries acquire your product, but the moment when they use it. If you are able to make that instant and turn it into a delight, an explosion, a secret door in the video game, you’ve created a moment that binds you and your customer.
Delighting users is the “wow!” It’s a spontaneous unexpected personal touch. It makes customers feel special and valued. It’s the moment you come together, and create a talking point.
Take Remy, the rodent protagonist in Pixar's 2007 blockbuster Ratatouille. Remy dreams of becoming a great French chef despite his family's wishes and the obvious problem of being a rat in a decidedly rodent-phobic profession.
"I know I'm supposed to hate humans, but there's something about them. They don't just survive, they discover, they create. I mean, just look at what they do with food!”
When fate places Remy in the sewers of Paris, he finds himself ideally situated beneath a restaurant made famous by his culinary hero, Auguste Gusteau. Despite the apparent dangers of being an unlikely - and certainly unwanted - visitor in the kitchen of a fine French restaurant, Remy's passion for cooking soon sets into motion a hilarious and exciting rat race that turns the culinary world of Paris upside down.