How to Delight Ex-Customers

If you're expecting it to be rubbish all the time then it is more delightful. We have to be easy on the use of the word delight because it creates an expectancy with customers and within the ux community that our work is to create that delight, which just isn't true. You've got to get the fundamental thing that your product or website or your company is trying to do that's gotta be right and you've got to deliver on that promise if you are delivering on that promise you can't be delightful in over respect as a business model. Be wary of how you interpret what is a light and what is actually baseline usability.