How to wow customers with the 6* experience

In today’s blog post, you will learn how to wow your customers with little things. Making a powerful and positive impression on your customers doesn't have to cost an arm and a leg.

The smallest gestures in business can go a long way. Not only will they make your customers happy, but they’ll also tell people about your amazing experience, encouraging them to continue buying from you.

At the very least, your customers will be happy that they’ve bought from you and won’t have any buyer’s remorse or ask for a refund. So, if you’re looking for ways to increase sales from current customers, boost word-of-mouth marketing, and improve customer retention, this episode is for you.

I first learned about this strategy from Neil ‘Shoney’ Mac by listening to his podcast, “The Shoney Show”. Neil discusses how to wow your customers with minimal effort by delivering small surprises above e and beyond what your customers could expect. In return you gain life-long customers, who are recommendation machines and even brag about the service they’re getting from you without even being prompted.

I could be as simple as wow’ing your customers with minimal effort by sending a creative and thoughtful confirmation email to all your buying customers.

Typically, when you order online, you receive a standard confirmation email. It simply confirms your order and provides your receipt. This is as an opportunity to make a great impression. Customers will be eagerly awaiting your confirmation email, which presents an opportunity to capture their full attention.

Instead of a generic email, craft a captivating story that paints a vivid picture for each customer. Express the joy and excitement of your entire team at the prospect of their purchase. The email could be funny, cheeky and memorable, as people would be more likely to share it with their friends and family.

This would cost you nothing but a little time and creativity, yet it would more than likely result in significant word-of-mouth and social media marketing.

So, what else can you do to impress your customers?

Wow your customers with minimal investment by crafting delightful emails. Instead of overwhelming your email list with blog posts and tactics, focus on sending engaging and interesting emails. Share personal stories or exciting plans, like your childhood memories or upcoming holiday plans. People will read them because they’ll find you interesting, leading to a refreshing and unique connection.

Occasionally, include a simple email thanking readers for their custom and mentioning your products. Provide a link to your offer for those interested.

Another strategy that we’ve personally used with our clients here at Purple Yak, is sending small gifts to our customers. When they make a purchase, we collect their email address and email them, inviting them to fill out a form.

We want to send them a thoughtful token of appreciation. While this may slightly diminish the surprise, the anticipation is still exciting. They’ll appreciate the thought and the gesture of receiving something from you.

These gifts can be as simple as a small box of chocolates, a favourite book, a gift card to a coffee shop, or even Uber Eats. The creativity doesn’t matter; it’s the thought that counts.

We hosted a full-day webinar where we provided some thought-provoking content and a few pieces of training to our coaching clients. Two days before the event was due to take place, we emailed each participant a £15 Uber Eats voucher to get something delivered to them for the lunch break in the full-day webinar.

This went down a storm, they loved, it got people re-engaged after a long morning session ready to start the second part of the webinar. This cost us money but the return rate of monthly coaching clients was 100% out of 192 participants and about 30% even bought the next coaching package up within the next 3 months.

By implementing these strategies, you can lower churn, increase customer attention, boost loyalty, and improve your customer satisfaction scores.

And it costs you practically nothing if you look at this as a Return on Investment over the longer term. If your customers are spending anywhere from £5 to £5,000 a month, then a £10 gift card, a book, or a box of chocolates then this isn’t a big investment, these small gifts have a significant impact on their experience.

These gifts are novel and different, which sets them apart from the usual offerings. They wouldn’t have thought of them, which makes them feel even more special.

Additionally, the effort involved in creating these gifts shows that you’ve taken the time to think about your customers. You let them know that they’re front and centre of your thoughts and you care about their custom with you.

Many businesses do this by asking for customers birthdays when they check out their basket or as a post-checkout question. They might then send them a gift card or a discount code, and sometimes even a birthday card in the mail. Some businesses even go the extra mile and send their customers a birthday cupcake on their special day.

How can you not love a business that does that? If you have a physical business, there are many opportunities to exploit these ideas. Just think about the pain points or things that people hate about your market or industry.

Sometimes you just need to step away from your computer. Go grab some paper and a pen, go for a walk, and brainstorm some simple ideas to win the hearts of your customers and delight them. Just brainstorm, drop down some ideas on paper, and don’t be afraid to try something out.

Do a month or two of this and see if your customer retention, sales, and website traffic increase. Your most valuable asset is your customer list – the happy ones – so invest in that.

You won’t regret it. When I was starting out, with just five, six, seven, or ten customers a day, I’d look at my list and send a 10-second video to each one.

I’d say something like, ‘Hey John, thanks so much for being a part of Purple Yak. I just wanted to personally send you this video and say thank you.’

It’s simple, but it can wow your customers. It doesn’t scale, but it’s a small thing you can start with at the beginning. That little personal touch can make a big difference.

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Got a burning question? Reach out on our social channels or email me at michael@purpleyak.co.uk

Thank you so much for reading.

Take care.