Highly entrepreneurial, highly competitive and highly esteemed, few things stir the passion of Joe Harpaz more than delighting customers and producing great results. We asked Joe to riff on a variety of topics, including his team’s success, what he’s learned along the way, and what it means to be delighted.
Can you tell us about a time you yourself were delighted as a customer, and what you learned from the experience?
Harpaz: I think delight happens when you enjoy an experience because of an element of positive surprise – getting more than you could’ve expected. Sometimes this can be financially meaningless, but it makes a statement to show caring or sensitivity about the emotional aspect of a purchase. In today’s world, this is probably most apparent in consumer-related purchases where retailers are trying to really differentiate themselves through the experience and not just the product. (more…)