Experience is Everything

Experience is Everything.

This is a topic I write/talk/preach about regularly - How you make someone feel will never be automated.

The 'Zorus Experience' was a huge reason we were successful at my last company.

The Zorus Experience was our mantra on everything customer-related.

Sometimes, technology doesn't work as you want it, especially when you're a new company. Sometimes, you can’t ship updates as quickly as you'd like. Building is tough; there are always delays. That stuff was outside of our control.

What's inside our control is the experience we can give people when they interact with us personally.

And that, when done right, makes all the difference.

Our primary areas of focus were always:

Listen
Be Positive
Stay Upbeat
Be Transparent/Honest
Do the Right Thing for the Partner
Say what you'll do, then do what you've said

And it worked really well for us. People gave us many second and third chances.

More here: Why You Should Embrace Crisis.

That’s software, though! Especially early on. But that isn't the goal.

Our goal is to build an 11-star experience.

11-star experience is all-encompassing. It ranges from fantastic UI/UX, to customer service, to quality product to branding, everything.

Brian Chesky put this together, and it’s what Airbnb models themselves after:

You will win if you can curate this experience for your users.

Work in that direction.