Instead of turning away a customer's difficult request, Pipeline secretly sourced a solution using their internal supply chain. This 'surprise and delight' approach not only strengthened the client relationship but also validated a high-value service, proving that investing in solving customer problems can directly lead to new revenue streams.
After an initial successful one-off project, Pipeline didn't rush to market. They spent a full year testing their new service with a small, select group of customers. This methodical approach ensured they could deliver a repeatable experience regarding quality, cost, and turnaround time, de-risking the public launch.