When our needs are met in the transaction, there’s satisfaction.
When we introduce connection, empathy and contribution over and above what was expected in the transaction, we now have an enriched experience.
And even sometimes, if you forgot about my order, or the product was faulty, an enriched experience can make up for what would be dissatisfaction with the transaction.
We may turn up for a product or service that’s on the label, but we always crave connection.
