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When it comes to wowing your customers, you don’t have to rely on extravagant promotions, outrageous freebies, or all-expense paid trips to the moon. To win over a loyal customer base, the simplest gestures can prove most effective and thereby create an outstanding experience and repeat customers. 

How do you delight your customers?

  • CR

    Clothilde Rossignol

    almost 4 years ago #

    I like to pretend that I have 24/7 customer support, even though in fact it's just me with my smartphone always near me. :(

    I have noisy alerts that can wake me up during the night. The customers love it when they get an instant answer, whatever the time of day.

  • SC

    Shu Chuang

    almost 4 years ago #

    When a customer shows loyalty, a thank you note is just the starting point. Follow up with customers to inform them of other products or services suited to their unique needs and give them a unique benefit for their return or referral. If a sale is coming, don't just give advance notice; let your best customers have early access.

  • DB

    Dan Sebastian Bărbulescu

    almost 4 years ago #

    The regular perks are nice enough--cookies in the lobby, a pen/pencil set with your company logo, a key chain at Christmas--but people take them and forget them immediately. Look for something really original. It doesn't have to be expensive: small novelty toys, a funny magnet, or artful post cards are all good ideas. The more you can personalize the experience, the greater the pleasant surprise.

  • DH

    Dani Hart

    almost 4 years ago #

    At a previous company, we used to send hand-written welcome notes. It took some time to produce but customers LOVED them and would mention them consistently in 5 star reviews of the company.

    We also tried sending a personalized gift to people that we knew referred someone to us. We only did this a few times but the referrers certainly loved it!

    • AM

      Ankush Mahajan

      almost 4 years ago #

      Yes hand-written articles usually work to delight the customers. Thanks for sharing your personal experience :)

  • JP

    Jason Perez

    almost 4 years ago #

    My comment is more about implementing a strategy - because I don't like throwing darts with my eyes closed. I like the way Jared Spool explains getting to delight in his talk "Building a Winning UX Strategy Using the Kano Model" (https://youtu.be/Hr1rN3jibIk).

    Paraphrasing a little, but:

    Move from frustrating experiences... to usable experiences... to delightful experiences. But how do you get from usable to delightful? It turns out that it's rather difficult. Not sucky is not the same as delightful. Delightful is an additive process. So how do you build a strategy out of delightful?

    Kano Model, getting to delight. 3 Patterns:

    1. Performance Payoff - a straight investment, put more money in, get more results out
    2. Basic Expectations - High investment but they don't do much in terms of satisfaction, they just eliminate frustration
    3. Excitement Generators - Where the delightful comes from

    In the talk, Jared mentions Dana Chisnell's 3 approaches to delight: pleasure, flow, and meaning (https://vimeo.com/38140672).

  • SC

    STACK CRM

    almost 4 years ago #

    Faster shipping upgrade - free of charge! That is an awesome surprise reward!

  • KS

    Kevin S.

    almost 4 years ago #

    You can ensure a lovable after sales service to delight your customers.

  • CB

    Charles B.

    almost 4 years ago #

    Treat your customers as you want to be treated.

  • AK

    AVINASH KOUL

    almost 4 years ago #

    Wow effect ? do you think companies should spend more on wow effect to put an indebile impression on customers

    • AM

      Ankush Mahajan

      almost 4 years ago #

      yes, I believe if your customers are started saying Wow then you will be on the top of world.

  • AJ

    Anderson Juvo

    almost 4 years ago #

    Don't just make assumptions about who your customers are and how they respond. Get to know the neighborhood/city/state/region where you are based and express an interest in the culture. Play local music; feature local artists; decorate with local products. Find the common ground that helps you relate as people. The less you make it about commerce, the more people will connect and remain as customers.

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