Let’s face it – it’s a noisy world out there. Your customers are bombarded with choices left and right. In the supermarket alone there are an estimated 39,500 items on the shelf. Customers are marketed to day in and day out. As a brand, you have competitors right and left. Bottom line, in the marketplace, there are ALWAYS alternatives to your product.
Gaining the attention of consumers is the ultimate challenge for marketers.
But simple attention isn't enough. Keeping that attention long enough to build a personal connection is key. I’m convinced that if you surprise and delight your customers with positive brand experiences that are unique, memorable and valued in the mind of your customer, they'll reward your business with loyalty.
How can you do this?
Give a something extra.
It doesn’t take a lot of extra effort to connect with your community. One of these ways is by small moments that surprise and delight.
There are lots of ways to do this – here are some some simple ideas:
- Provide a samples
- Offering to hand-carry their purchase to the car
- Educate customers about your product and story
- Learn the name of regular customers
- Make a home delivery of the purchase
- Respond to your customers promptly on social media
- Including a small, free surprise item in the shipment
Think of your organization and ask yourself “what would make make my community’s brand experience unique and memorable? What do I want this person to feel after they interact with me? What are my competitors not doing that I can do?"
Start to identify ways you can use small surprises to make a deeper conection. Try to make it personal and unique.
We are emotional creatures. Experiences that connect on an emotional level create bonds. Small, personal touches that surprise AND delight your customers will result in loyal customers and raving fans.
What do you think?
What personalized examples have you experienced with a company or organization? What little touches do you remember? What is YOUR brand doing to surprise and delight your customers?