Sounds obvious, but it’s easy to forget. Mark Hurst’s post on Richard Branson prompted me to read the Fast Company article he was talking about. It’s fantastic. One thing jumped out at me while reading it:

What Branson understood two decades ago is just now beginning to be embraced by other corporate leaders: We should be having fun when we’re spending our money…

…He takes on intransigent industries that treat customers inexplicably badly and shows that he can offer not only a better deal but a truly entertaining experience. The approach has made Sir Richard a multibillionaire and Virgin a beloved brand–as well as a $10 billion-a-year operation.

Helping your customers have fun doesn’t seem important (or profitable) but I think it’s critical. If people feel good while giving your their money, I think you’ve pulled off something amazing and it’s likely that they will do it again.

Mark, thanks for making me think and for pointing me to a great article.