The Surprise and Delight Strategy - After the Show

Rooted in Retail

It’s one thing to satisfy your customers, but what if you could turn their experience into something remarkable? I’m talking about the art of surprising and delighting your customers—and why it’s your new secret weapon.

In our latest episode with Nick McHenry, one idea really stood out to me: the power of surprising and delighting. It’s something I’m obsessed with—constantly thinking of ways to exceed expectations and create those “wow” moments.

Nick is an absolute goldmine of insights and he shared some brilliant examples. Today, I want to explore how going that extra mile can create unforgettable experiences that not only keep customers coming back but also get them excited and talking about you!

From viral moments like the Stanley Cup story to those small, unexpected touches, I’m sharing some of my favorite ways to start surprising and delighting your customers.

[01:30] Surprise and delight your customers

[02:25] How Stanley went viral with surprise and delight

[05:47] The power of doing the unexpected for customers

[08:06] Building customer loyalty through reciprocity

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Kapitler

1. The Surprise and Delight Strategy - After the Show (00:00:00)

2. Surprise and delight your customers (00:01:30)

3. How Stanley went viral by surprising and delighting a customer (00:02:25)

4. The power of doing the unexpected for customers (00:05:47)

5. Building more loyalty through reciprocity (00:08:06)