Shankarraman: Product loyalty grows when reality consistently exceeds user expectations
Krithika Shankarraman · Growth tactics from OpenAI and Stripe’s first marketer | Krithika Shankarraman · May 25, 2025 · at 44:20
Krithika Shankarraman, former early marketing leader at OpenAI and Stripe, explains why product delight and customer loyalty in AI depend on expectation setting rather than short-term benchmark victories.
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“There's a sense of loyalty that builds up over time when there is a shorter and smaller delta between your expectations and your reality. And where those expectations are exceeded, you, it is accretive to the brand and your loyalty to the product. And where there is a negative delta, that tends to be something that it really detracts.”
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