{"id":7882,"date":"2020-07-31T06:00:16","date_gmt":"2020-07-31T06:00:16","guid":{"rendered":"http:\/\/blog.growthtools.com\/?p=7882"},"modified":"2020-07-30T21:10:16","modified_gmt":"2020-07-30T21:10:16","slug":"11-star-experience","status":"publish","type":"post","link":"https:\/\/blog.growthtools.com\/?p=7882","title":{"rendered":"11-star experience"},"content":{"rendered":"

Ever done an 11-star experience exercise?<\/span><\/p>\n

If you want to give your customers an experience so remarkable they can\u2019t help but tell others about your product, you should try it.<\/span><\/p>\n

Here\u2019s how it works:<\/span><\/p>\n

    \n
  1. Describe a crappy experience with your product (1-star)<\/span><\/li>\n
  2. Describe an amazing experience with your product (5-star)<\/span><\/li>\n
  3. Keep going until you get to an experience so absurd it would be impossible (11-star)<\/span><\/li>\n<\/ol>\n

    Let\u2019s use Airbnb as an example. What would their 11-star experience look like?<\/span><\/p>\n

      \n
    • 1-star<\/span><\/strong>:<\/strong> I go to the website and it takes forever to load. I sit there for 2+ minutes and leave out of frustration.<\/span><\/li>\n<\/ul>\n
        \n
      • 3-star:<\/strong>\u00a0<\/span>The website loads! But when I search for a place, only a few results come up. One looks OK. I message the host with a question but still haven\u2019t heard back 2 days later. I\u2019m annoyed, but book anyway.<\/span><\/li>\n<\/ul>\n
          \n
        • 5-star:<\/strong>\u00a0<\/span>I find multiple incredible places. The hosts respond to questions within minutes. When I show up to the place I book, the host greets me with a smile. It\u2019s spotless, has an amazing view, and the host is easy to reach whenever I need something.<\/span><\/li>\n<\/ul>\n
            \n
          • 7-star:<\/strong>\u00a0<\/span>Gift bags are waiting for my wife and me when we arrive. Our names are on them. Cheese, wine, and chocolate truffles are arranged throughout the place. We\u2019re blown away.<\/span><\/li>\n<\/ul>\n
              \n
            • 9-star:<\/strong>\u00a0<\/span>After booking, the host sends a care package to our house. A car is waiting for us at the airport when we arrive at our destination. We enter the house and find a personal chef making dinner. After dinner, a masseuse is waiting for us.<\/span><\/li>\n<\/ul>\n
                \n
              • 11-star:<\/strong>\u00a0<\/span>Elon Musk picks us up from the airport. We ride on the back of an elephant from the airport to the house. A giant parade of people welcome us. Elon flys us on a private trip around the moon.<\/span><\/li>\n<\/ul>\n

                This exercise expands your idea of what’s possible with your product by taking you to the absurd. I first heard about it from Brian Chesky, the co-founder and CEO of Airbnb.<\/span><\/p>\n

                The point isn\u2019t to build the 11-star experience, or even the 9-star experience. But the ideas you come up with for the 7-star experience are closer to your reach than you realize.<\/span><\/p>\n

                Focus on them and amazing things can happen.<\/span><\/p>\n

                Your Action Items:<\/span><\/strong><\/p>\n

                  \n
                1. Set a 30-minute timer.<\/span><\/li>\n<\/ol>\n
                    \n
                  1. Open a Google Doc and start dreaming\u2014get your team together (or a group of friends) if possible and field their ideas as well.<\/span><\/li>\n<\/ol>\n
                      \n
                    1. Go build the 7-star experience.<\/span><\/li>\n<\/ol>\n

                      I\u2019d love to see your results.<\/span><\/p>\n

                      Leave a comment below and share them with me.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

                      Ever done an 11-star experience exercise? If you want to give your customers an experience so remarkable they can\u2019t help…<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-7882","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"_links":{"self":[{"href":"https:\/\/blog.growthtools.com\/index.php?rest_route=\/wp\/v2\/posts\/7882","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.growthtools.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.growthtools.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.growthtools.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.growthtools.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=7882"}],"version-history":[{"count":0,"href":"https:\/\/blog.growthtools.com\/index.php?rest_route=\/wp\/v2\/posts\/7882\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.growthtools.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=7882"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.growthtools.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=7882"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.growthtools.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=7882"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}