15 Unexpected Ways to Create Customer Delight

Satisfying customers isn’t enough; you need to delight them. Creating customer delight goes beyond merely meeting expectations—it’s about surprising your customers in ways that make them feel valued and appreciated. But how can you do that effectively? Here are 15 unexpected and simple ways to create customer delight that will keep them coming back for more.

1. Personalised Thank You Notes

A “thank you” is nice, but a personalised note? That’s a real way to create customer delight. Instead of sending a generic email, take the time to write a handwritten note. Mention something specific about their purchase or interaction with your brand. This small gesture can leave a lasting impression and make your customers feel genuinely valued.

Taking it a step further, you could include a small token of appreciation with the note, such as a discount code or a sample product. This not only reinforces the thank you but also encourages future purchases. Imagine how a customer would feel receiving a beautifully written note that acknowledges their specific purchase and offers a little something extra—it’s a simple way to make them feel special and remembered.

2. Unexpected Freebies or Samples

Who doesn’t love a freebie? Adding a little extra to a customer’s order—like a sample of a new product—can create an unexpected moment of customer delight. Not only does it make them feel appreciated, but it also introduces them to new products they might love.

To make the experience even more delightful, consider personalising the freebie based on the customer’s purchase history. For instance, if they bought a skincare product, include a sample of a complementary product that could enhance their routine. This shows that you’ve put thought into their experience and that you’re not just giving away random items. It’s a small gesture that can lead to greater customer loyalty and additional sales in the future.

3. Celebrating Customer Milestones

Recognising and celebrating customer milestones is a great way to create customer delight. Whether it’s the anniversary of their first purchase or reaching a loyalty milestone, acknowledging these moments with a small gift or discount shows that you appreciate their continued support.

You could also personalise the celebration based on the customer’s relationship with your brand. For example, for a long-term customer, you might send a special gift or offer a significant discount as a token of appreciation. For newer customers, a simple congratulatory message with a small discount can help build the relationship. Celebrating these milestones helps customers feel like they’re part of something bigger, reinforcing their connection to your brand.

4. Random Acts of Kindness

Sometimes, the best way to create customer delight is through random acts of kindness. Imagine how a customer would feel receiving a free coffee just because it’s a sunny day. These unexpected gestures can turn an ordinary experience into something truly memorable.

To make this even more impactful, consider incorporating these acts of kindness into your company culture. Encourage your employees to identify opportunities where a small, unexpected gesture could brighten a customer’s day. This could be as simple as offering a complimentary dessert at a restaurant or giving a surprise upgrade to a hotel room. When customers experience these acts of kindness, it makes them feel valued and leaves them with a positive impression of your brand.

5. Personalised Product Recommendations

Using customer data to suggest products they might love can help create customer delight. For example, if someone has bought running shoes from you, recommending complementary products like running gear or accessories shows you’re paying attention to their needs and preferences.

To take it further, you can use data analytics to personalise recommendations even more. For instance, if a customer frequently buys a particular type of product, suggest new arrivals or limited editions that align with their preferences. You could also send personalised emails highlighting products similar to those they’ve purchased in the past. This approach not only makes customers feel understood but also increases the chances of repeat purchases, as they’re more likely to buy products that are tailored to their tastes.

6. Surprise Upgrades

Offering a surprise upgrade is a simple yet effective way to create customer delight. Whether it’s upgrading a customer’s seat on a flight or providing a larger size at no extra cost, these small surprises can make a big impact on their experience.

To maximise the delight factor, make the upgrade feel like a special reward. For example, you could explain that the upgrade is because they’re a valued customer or because of their loyalty. This not only enhances their current experience but also strengthens their connection to your brand. Over time, these small but meaningful gestures can turn satisfied customers into loyal brand advocates who are eager to share their positive experiences with others.

7. Follow-Up Surprises After a Purchase

The relationship with your customer doesn’t have to end at the point of sale. Sending a follow-up gift or discount after a significant purchase shows that you’re thinking of them even after the transaction is complete. It’s a fantastic way to continue the customer delight and encourage repeat business.

For instance, after purchasing a high-value item like a piece of furniture or a luxury product, you could send a care kit or a voucher for future purchases. This not only adds value to the initial purchase but also shows that you care about their ongoing satisfaction. Additionally, this approach can help reduce buyer’s remorse and encourage customers to share their positive experience with others, further promoting your brand.

8. Exclusive Early Access

Making your customers feel like VIPs by giving them early access to sales, new products, or special events is a surefire way to create customer delight. This sense of exclusivity makes them feel special and valued, which in turn strengthens their loyalty to your brand.

To enhance this experience, you can create an exclusive club or membership programme that offers early access as one of the perks. This not only encourages customers to engage more deeply with your brand but also creates a sense of community among your most loyal customers. By giving them the first look at new products or special deals, you’re not only building anticipation but also reinforcing their status as valued members of your brand’s inner circle.

9. Spontaneous Discounts

Offering a discount “just because” is another excellent way to create customer delight. Whether it’s a surprise coupon in their inbox or a “Customer Appreciation Day” discount, these spontaneous gestures show that you value their business.

To make this even more effective, personalise the discount based on the customer’s shopping habits. For instance, if a customer frequently buys a particular product, offer them a discount on that item or a related product. This not only shows that you’ve noticed their preferences but also makes the discount feel more meaningful. Additionally, spontaneous discounts can encourage customers to make a purchase they might have been on the fence about, leading to increased sales and customer satisfaction.

10. Curated Content or Resources

Providing useful, personalised content can also create customer delight. For example, if you’re a fitness brand, sending a personalised workout plan based on recent purchases shows that you’re invested in their success, not just their wallet.

To further enhance this approach, consider offering exclusive content that’s only available to your most loyal customers. This could include access to expert advice, webinars, or tutorials that align with their interests. By providing valuable resources that help customers achieve their goals, you’re not only delighting them but also positioning your brand as a trusted partner in their journey. This added value can significantly boost customer loyalty and encourage repeat business.

11. Thank You Videos

Why not take a thank you note to the next level with a personalised video? It doesn’t have to be fancy—just a short clip from the team saying thank you can create a memorable moment of customer delight. It’s personal, unexpected, and effective.

To make the video even more impactful, consider including specific details about the customer’s purchase or interaction with your brand. For example, mention how much you appreciate their continued support or how their feedback has helped improve your products. You could also add a personal touch by having team members introduce themselves and share a bit about what they do. This creates a deeper connection between your brand and the customer, making them feel truly valued and appreciated.

12. Social Media Shoutouts

Everyone loves recognition, and social media is a great platform to give it. Highlighting your customers’ stories, photos, or experiences on your social channels not only makes them feel special but also shows potential customers how much you value your community. This public acknowledgment is a powerful way to create customer delight.

To take it further, consider creating a dedicated hashtag that customers can use when sharing their experiences with your brand. This not only makes it easier for you to find and feature their posts but also encourages more customers to engage with your brand on social media. You could also run a monthly or weekly feature where you highlight a “Customer of the Month” or similar, rewarding them with a small gift or discount. This kind of recognition not only delights the featured customer but also motivates others to interact with your brand in the hopes of being recognised too.

13. Invite Customers to Special Events

Inviting customers to exclusive events, whether virtual or in-person, can create a sense of belonging and customer delight. It could be a product launch, a workshop, or a simple gathering. The key is making them feel like they’re part of something special.

To enhance this experience, personalise the invitation to reflect the customer’s interests or past interactions with your brand. For example, if you know a customer is particularly interested in a certain product line, invite them to a special preview event for that product. You can also offer VIP perks, such as early access, special discounts, or exclusive content related to the event. By making customers feel like they’re getting insider access, you’re not only delighting them but also strengthening their loyalty to your brand.

14. Surprise Customer Support

Following up with customers after a purchase or service can create customer delight, especially if they didn’t expect it. A quick call or email to check in and ensure they’re satisfied shows you care about their experience beyond the sale.

To make this approach even more effective, personalise your follow-up based on the customer’s purchase or interaction. For example, if a customer recently bought a new gadget, you could follow up with tips on how to get the most out of it or offer additional support if they’re having trouble. You could also include a small token of appreciation, like a discount on their next purchase or a free upgrade. This level of personalised attention not only surprises and delights customers but also reinforces their positive perception of your brand.

15. Holiday or Seasonal Surprises

Sending a small gift or card during the holidays is a classic way to create customer delight. It’s a simple gesture that can go a long way in building a positive relationship with your customers. Even small tokens during special seasons or events can make them feel appreciated.

To make these surprises even more special, tailor them to the individual customer. For instance, if you know a customer is particularly interested in a certain product category, send them a holiday gift related to that interest. You could also personalise the message to reflect the customer’s past purchases or interactions with your brand. Additionally, consider creating seasonal campaigns that offer special discounts or exclusive products, giving customers even more reasons to feel delighted during the holiday season. This thoughtful approach not only strengthens your relationship with customers but also encourages them to think of your brand first during key buying seasons.

Conclusion

Creating customer delight doesn’t have to be complicated or expensive. Often, it’s the small, thoughtful gestures that make the biggest impact. By incorporating these unexpected delights into your customer service strategy, you’ll not only make your customers happy but also build strong, lasting relationships. Start creating customer delight today, and watch how it transforms your customer interactions and loyalty.