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Jamie Cox

Three Simple Ways to Surprise and Delight Customers

May 19, 2023
Written By:
Jamie Cox

We're receiving everything directly to our doors these days (supply chain issues be damned), but with so many packages being delivered each and every day, how do you create a memorable experience for your customer? When you miss the opportunity to connect with a customer one-on-one (say at a Farmer's Market or in your brick and mortar), it's hard to leave a lasting impression that will continue to drive sales.

We're coming up on year three of the pandemic and we've all received too many deliveries to count (supply chain issues be damned). While we probably can't remember each and every delivery, there are some that stick out in our minds, and not because of the contents of the package. Instead, it was the little extra love that came with each delivery that we remember—the extra surprise and delight that companies delivered to us when we needed it most.

Here are three inexpensive ways you can surprise and delight your customers.

Write a Handwritten Note

Handwritten thank-you notes are just for grandma after she gifts you that Snuggie for Christmas. A handwritten note is a simple form of a communication that goes a long way. Taking a few moments to write a customer and thank them for their time or purchase is a way to leave a lasting impression on them.

If you run an online store, include a simple note in packages that thank your customer for their order. Be sure to personalize the note—include their name and even mention the product they purchased so they know you took extra care when handling their order. If you're providing a service and meet with a potential new client, slip a handwritten thank you note in the mail the following day. Let them know you appreciate their time.

Level Up:

Give your customers the chance to pass along the gratitude! Create a branded thank you note that you send to your customer, then include a blank version that they can share with a friend. 

The Ruby Cookie packaging by Jamie R Cox

Custom Packaging

How many brown boxes did you receive on your doorstep this year? It's likely a number so high, you can't even fathom it. After a while, opening the same cardboard boxes day in and day out can dull the excitement of receiving mail.

Consider investing in custom packaging so you can stand out among the endless boxes your customer is surely receiving—especially around the holiday season. Remember, custom packaging doesn't have to be expensive. Here are some simple ways to make simple packaging your own:

Level Up:

Is your environmental impact important to you and your brand? Do you create a sustainable product? Explore eco-friendly packaging so you can live your brand.

A Freebie

The best way to get to a customer's heart? A freebie, of course. A freebie doesn't have to be expensive. Let's say you're a baker who delivers donuts to people in your community. You offer orders of half a dozen donuts and occasionally, the orders don't work out quite as planned and you end up with a few extra donuts. Yes, you could eat them, but you've probably had your fair share of them and maybe a little burned out. What do you do with the extras? Throw a 7th donut in the box to surprise and delight your customer.

Throw in the 7th donut—literally or figuratively. Maybe your 7th donut is actually a donut, or maybe it's as simple as a sticker. It could be a branded pouch that your customer throws into their purse and pulls out in the bathroom to reapply their makeup, only for their sink neighbor to ask them "Where did you get that cute bag?!" Maybe it's a sample of your latest product to give them a taste of what's to come. Regardless of what your 7th donut is—know that it doesn't have to be big. It doesn't have to break the bank. It just has to give your customer a sense of "Wow, that was nice of them!"

Level Up:

If someone posts about your product on Instagram and raves about it to their friend, share the post on your Stories or at the very least, send them a message of thanks. Let them know you're listening. If they're a loyal customer, send them some free swag and consider them an informal brand ambassador.

Create More Delight

We could all use some more delight in our lives. Whether your customer is reading your handwriting or devouring their 7th donut, they'll be wowed by any extra "oomph" you put behind your connection with them. Personalization and personal touch mean so much to consumers right now, so go above and beyond (or spend a few minutes at the very least) to bring someone joy today.

A version of this post was initially published by Jamie Cox on her website.

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Written By

Jamie Cox

Jamie is a brand strategist and designer based in Nashville, TN. She founded Strange Salt in 2021 as a way to bring the creative powerhouses in her life together to create amazing things.

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