The Art of Delight

The Art of Delight is a consultancy for creatives, specializing in designing and creating exemplary experiences for clients. If you’re a creative and haven’t yet achieved the customer experience nirvana you want, we can help.

Services include
Private mentoring (On-site and remote)
Strategic consulting
Issue resolution by retainer

Reach out to us to discuss how we can transform your business, allowing you to spend more time creating art you want to–the reason you got into business in the first place.

Additionally, Bill posts on a regular basis below about customer experiences. Read on below, or see the full content at The Art of Delight.

Select posts

How Much Marketing do You Need?

A customer’s greatest commodity is their attention. They may grant us a bit of it because they care about our story and how their involvement with us makes them…

You are not your user

There's an adage in the interface design world: You are not your user. Sage advice, yet I see companies forget it repeatedly. Last week while participating in BDNT…

KISS: Clarity in Pricing

Keep It Simple, Stupid. It's such a common phrase, and when considered in retrospect, easy to see. But when you're in the thick of it,…

Solving for the Customer Experience

What's the old movie adage, "If you build it, they will come."? Well, not exactly. Entire product teams are built to create the best possible…

How to make your customers hate you

There's a Twitter conversation between a traveler and American Airlines that perfectly exemplifies the overall negative customer experience of the airline industry. The traveler gives…

Customer Success Is Not Customer Experience

A good many companies, especially SaaS organizations, are adopting Customer Success Management practices and doing a reasonably good job of it. It's clearly needed and…

Do, Rather Than Tell

Sometimes you just have to throw it against the wall to see what sticks. That must be United Airlines' sentiment about safety videos. If you fly…

Using consistency to set expectations

Like many businesspeople, I spend a good amount of time in and around airports. While airports don't necessarily create consistent experiences between cities, organizations that spread across…

Creating culture to create experiences

Much has been written about Crumbs bake shop’s recent demise. Analysts often cited the apparently waning American appetite for cupcakes (an easy and relatively non-verifiable…

What brand isn’t

So many people spend inordinate amounts of time and money on their brand's visual design, believing if they only have the perfect logo with just…

Meeting your customers where they are

Newspapers are having a rough go of it and are trying different business models to keep and attract readers. One of the key success factors for…

When your process fails

Shit happens. It's what you do as a company to listen and to accept responsibility that makes you stand out from your competitors. Recently, my…

When is creating a connection important?

Last week I shared an experience with LinkedIn which spurred a lively Facebook discussion. In it, a friend and former client brought up that LinkedIn services millions of customers, and…

I insist on knowing the real you

There's a spoof Goldman Sachs Twitter account that recently asserted "'Just be yourself' is good advice to probably 5% of people." As of this writing,…

It is, in fact, your responsibility

There's some discussion about whether it's the creative's responsibility for client education. Should the client do the research necessary to make an informed decision about…

Information awareness

In our modern society, we're all bombarded with information, and with choices. But you, dear reader, don't need to unnecessarily add to the cacophony. Send…

Of service

A lot is mentioned of creating shareholder value, as if that is the goal of running a business. Hogwash. You have various stakeholders, sure, but…