45 IDEAS TO SURPRISE AND DELIGHT A CUSTOMER
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| 45 IDEAS TO SURPRISE AND DELIGHT A CUSTOMER |
Many businesses invest lots of time and money trying to attract new customers, but do not pay much attention to those who already have. Delighting your customers can become your competitive advantage. The competition can copy their products, lower the price or offer similar benefits; but something they cannot copy is the experience they live when they work or buy from you. Delight and surprise customers is the responsibility of everyone, not just the business area or those in charge.
Every interaction that a client, current or potential, has with your brand, you, your colleagues, and even your website, builds the positioning. Providing a surprising experience in a consistent manner requires planning and processes. From handwritten notes to loyalty benefits, a simple detail can make all the difference in your competitive and aggressive market.
Maintaining the tradition that began five years ago with Article 40 entrepreneurial learning, to make a publication every five years on my birthday with the corresponding number, today (December 25, 2015), I want to share 45 ideas to surprise your customers, on the occasion of my 45th birthday.
1. Hand out a welcome kit - Especially for service companies, give each new customer a folder with relevant welcome information. Surprise delivering a printed or digital document where you thank the client for selecting the company. Include the contact information of the key people and instructions on what to do next.
2. Send a handwritten note - As in the old days, send a handwritten note to a client in thanks. It is surprising what little is used today as a way to show appreciation.
3. Highlight clients - Mention clients publicly and let them know how much you appreciate them and how important they are to you.
4. Send them a sample of a new product - If you are launching a new product, it may be a good idea to have your best customers rehearse it before the other customers.
5. Invite them to a birthday cafe - Take careful note of their clients' birthdays and surprise them with an invitation to coffee; or if not possible, send them a gift card so they can enjoy it on their behalf.
6. Extend benefits of your strategic allies - If you have other allied companies, offer additional benefits such as courtesy services or interesting information just for being your client.
44. Create a private group on Facebook - Use the platform of private Facebook groups to develop a community of clients that can feed each other.
45. Meet the whole team - If possible, schedule a lunch in your client's office (paid for by you), and invite all members of your team to share a pleasant time.
Surprising customers is not necessarily a matter of money, but of creativity. Take advantage of any opportunity to create a memorable experience. See you in five years, when, on the occasion of my 50th birthday, we will explore 50 ideas for something.