Expectation and delight

"Delight is the joy that results when something is unexpectedly good, in a way that it doesn’t have to be. If products were designed with delight as an end in itself, you’d probably start to see a lot of things in a product that didn’t lead directly to revenue or engagement. And you’d feel a sense of connection with the product’s creator – a sense

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companies tend to grossly underestimate the benefit of simply meeting customer expectations. In a world in which customer expectations are significantly inflated and seemingly on the rise all the time, what we find is that customers are in fact quite happy to simply get what was promised them. If there happens to be a problem, just resolve it quick

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in time customer expectations inflate. Per Jeff's latest annual letter to shareholders:

One thing I love about customers is that they are divinely discontent. Their expectations are never static – they go up. It’s human nature. We didn’t ascend from our hunter-gatherer days by being satisfied. People have a voracious appetite for a better way, and y

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