Want to Build a Brand Your Customers Will Remember? Right This Way
⇢ Surprise & Delight Your Customers
Ever been to a restaurant for a basic meal?
And out of the blue?
The waiter brings a complimentary dessert to your table.
You didn’t expect it.
But it made your day.
That little act… more than the food or ambiance, might’ve made you think:
“I’ll come back here!”
That’s the magic of surprise.
It can turn a normal experience into something unforgettable.
But how can you use this in your business?
Hold your kangaroos!
If this is the first time you’re reading an article by me…
Hi, I’m Rahul Choudhary and I’m the founder of Beef Up Media, the go-to email marketing agency for Creators & SaaS businesses.
🤨 Why do Surprises Work so Well?
People love the unexpected.
It breaks the routine and adds a spark to daily life.
And when businesses get it right?
It can supercharge (yes, I used a buzzword!) customer loyalty.
But it’s not just about the act.
Psychology tells us that surprises can release dopamine, a feel-good chemical.
So, you’re not just making a sale.
You’re creating a happy memory.
🤩 Creative Ways to Surprise a Customer
You’ll understand this better with examples.
- A coffee shop gives a free drink on a customer’s birthday.
- An online store sends a custom-made guide based on past purchases.
- A service provider gives an unexpected upgrade for a month.
So, basically, there can be three types of surprises:
- Personal Touches: Like handwritten notes.
- Exclusives: Early access or sneak peeks.
- Gifts: Freebies that resonate with your brand.
🤔 How Can You Surprise & Delight YOUR Customers?
Just follow this step-by-step process:
Step 1: Identify customer touchpoints
Write down the key stages in your customer’s journey where you could potentially introduce a surprise:
- Initial contact (e.g., first website visit)
- Purchase
- Post-purchase follow-up
- Customer support interaction
- Loyalty program engagement
Add any other specific touchpoints relevant to your business.
Step 2: Know your customer segments
Break down your customers into different segments or personas, considering factors like:
- Age
- Preferences
- Buying behavior
- Common challenges or needs
🎁 If you’re struggling to define your perfect customer… Check out my FREE Customer Clarity Kit. It’ll help you discover everything about your perfect customer, so you can target the right people with the right message.
Step 3: Generate surprise ideas
For each touchpoint and customer segment, brainstorm ideas for surprises.
As I mentioned above, pick from these categories:
- Personal Touches: e.g., personalized thank-you emails, handwritten notes.
- Exclusives: e.g., early access to sales, exclusive content.
- Unexpected Gifts: e.g., complimentary samples, extra loyalty points.
Use a table like this to jot down ideas:
Step 4: Plan implementation
For each surprise idea:
- Estimate the cost (if any)
- Define the responsible team or person
- Set a timeline for implementation
Step 5: Measure success
As I say again and again…
If you don’t know the numbers, you can’t grow the numbers!
So, outline how you’ll track the success of each surprise:
- Customer feedback or reviews
- Repeat purchase rate
- Social media mentions or shares
- Other relevant metrics
Track the performance and go with the one(s) that performs the best!
🧠 Keep in mind
Surprises don’t have to be grand or expensive.
They just need to be thoughtful and genuine.
It’s the little things that matter.
From a free dessert to a handwritten note, it’s these moments that customers remember.
So, start with just one.
And as you see the smiles and hear the feedback, expand!
Remember, every surprise is a story your customer tells.
And what better way to grow your brand than with stories of joy?
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