People will not buy a product a second time if it doesn't work the first time. But why do people buy a particular product in the first place? It's hardly ever because the person they buy it from is the only source for it. It's almost always because of the experience that comes along with it. BMW says it nicely in this commercial.
(If you can't see the video, please click here.)
“We realized a long time ago that what you make people feel is just as important as what you make. And at BMW, we don't just make cars. We make joy.”
Question: What do you make? What do you make people feel?