Surprise and Delight: Making Your Customers Smile

Have you thought about the fan/customer experience? Brittany Hodak reminded me a few weeks ago in her keynote about the power of superfans (those who become enthusiastic advocates because they are so delighted with their experience with a brand, product, or service.) How do you create superfans for your brand, product, service or self? Is delivering exceptional experiences that exceed expectations all there is to it? Here’s a quick blog on that topic:

In today's marketplace, keeping customers happy isn't enough. You need to wow them.  This is where "surprise and delight" comes in.

But is there more to it than just that? Surprise and delight, the customer experience strategy that focuses on exceeding expectations and creating positive emotional connections with consumers is about those unexpected moments that make your customers say "wow" and turn them into loyal fans. If you may not have heard the term before, here’s a few things I’m learning, continue to learn and am reminded of constantly as I examine the customer/fan experience with the products and artists that I work with.

So, why Surprise and Delight?

Those are powerful words, when used right and this strategy is a powerful tool…why?

Increased customer loyalty: Customers who feel valued and appreciated are more likely to stick with you in the long run.

Positive word-of-mouth: Delighted customers are more likely to share their positive experiences with others, bringing you new business.

Stronger brand relationships: Surprise and delight helps you build emotional connections with your customers, making your brand more than just a place to do business.

But you’re not done with one experience. Automation is great to help with this, but you must keep reinventing the wheel. I call this Surprise and delight…rinse and repeat…reinvent. As the consumer evolves so must you evolve the surprise and the delight.

What have you tried? What works? What didn’t? What did you learn? Drop me a line and let’s chat…