If you’ve spent more than 8 hours with me you’ve probably heard me talk about the phenomenal lecture series “How To Start A Startup” by Y Combinator.

An important concept discuss in this series, first popularized by Paul Graham, is the value of doing things that don’t scale.

Delighting your customers in a way that might be initially unscalable provides a foundation to build an incredible user experience for future users.

It’s better to have 100 people love your product or service than have 1,000,000 people who think it’s ok because he second group has no loyalty.

And customer retention is one of the key factors indicating good business health.

The impact of having users love vs like your service is felt across every channel of business, e.g. product, marketing, sales.

Delight the 100.

(Seth Godin displays this very well in his his post “It’s All Horizontal.”)