Below is what I shared in Medium.com on 5 things a business should do to create a WOW! Customer Experience.
Gone are the days when people hire the help or services of a business purely based on good reviews, and because it solves a problem they have.
Now, potential customers want more than that!
In today’s economy, where money is tight and inflation is everywhere, they want to be sure they are investing their money in the right ways and with the right businesses.
Beyond good reviews and solving their problem, customers now want an experience that shows they’re not just a number in the system. They want to feel valued and appreciated, and like the business understands they could have spent their money with any one of their competitors, but they chose you.
So, how does a business create a WOW! Customer Experience?
Client Gifting is becoming increasingly popular as businesses are recognising the competitive edge it gives them. When done properly and with intention, it can work as a Relationship ROI strategy.
But how do we make your client gifting stand out from the rest and leave a good lasting impression with your clients?
By implementing these 5 changes:
1. Personalisation Beyond the Name Tag
It’s all well and good to have your client gifts personalised with their name, but any business can do that, so why stop there?
Take it one step further and really show that you know your client, outside of their problem. Do they have dietary requirements, allergies, scents they really love or hate? If so accomodate them!
There is nothing worse than your client being allergic to nuts, and you include chocolate-covered peanuts in their gift… immediately chucked in the bin, and disappointment is all that’s left.
By going that extra mile in your gift personalisation, it shows the client you listened, and they feel seen, valued and understood. Making them feel even more loyal to you and your business than they were initially.
2. The ‘Unboxing’ Psychology
We’ve all experienced the rush of endorphins that get released when receiving and opening an unexpected gift, so why not really elevate this experience?
Take that golden moment you otherwise wouldn’t get if you didn’t send your client a gift and make it a sensory experience!
Fill your gift with a range of products that will spoil their senses, something they can smell, touch, taste, hear and see. By treating more than just their eyes with your gift, you really seize your opportunity to connect with them and represent your business well.
3. Timing Matters
There is nothing more embarrassing than a missed high-five, two people left standing there feeling awkward, with nobody wanting to say anything.
This is what happens when you sign a client and then forget to send their welcome gift until weeks or months later.
It becomes random, confusing, and past the point of having a good impact. Instead, when you have a full automated client gifting system in place, you’re guaranteed to never have those awkward moments in business.
Your gifts are on standby, so the second that client signs, your supplier gets notified, and their gift is in the post before the day is done.
When your client is getting a gift the same week they’ve signed, it doubles down on your impact and their excitement as to why they chose to work with you in the first place.
This has them telling all their friends, family and colleagues because they can’t wait to get stuck into the journey with you, they have become loyal to you, and they want to show up not just for themselves now, but for you too.
4. Consistency
It’s time to call out the businesses guilty of love bombing their clients. This is not having the desired effect you think it is; in actual fact, it is harming your brand and reputation more than you think it is.
We all love to be spoiled and made a big deal of, but to then be left on read and feel like the business has forgotten about you is such a letdown.
Instead, when you stay consistent in how you show up and celebrate your client, it increases the likelihood of them re-signing when their contract comes to an end.
Stop giving gifts just because they’ve given you money.
5. The Element of Surprise
Unexpected gifts trigger higher dopamine hits and create stronger loyalty than expected gifts, so don’t become predictable and lose your element of surprise.
Instead, map out your customer journey and pinpoint the exact moments an unexpected gift could create a great impact and momentum for your clients.
You don’t get a second chance to make a first impression, so plan it out, make it count and look for areas in your customer journey that could be letting you down and improve upon them.
When you make intentional and strategic changes within your business and how it operates, you open the door to curating high-impact moments for your clients that not only create a WOW! Customer Experience, but also deepens client relationships, increases brand awareness and improves your competitive edge.