5 Means To Shock and Delight: Enhance Buyer Retention

Buyer retention is essential to constructing a sustainable enterprise. Why? As a result of loyal clients are your greatest funding.

Based on a 2022 research on model loyalty by Yotpo, about 80% of ecommerce customers have a tendency to purchase from a model they’re loyal to, and 47% will suggest it by means of phrase of mouth.

Nevertheless, model loyalty might be fleeting. With info at their fingertips and easy accessibility to choices, even loyal clients can change manufacturers on a whim.

You could do greater than ship an excellent buyer expertise if you wish to elevate model consciousness and enhance retention charges. You additionally must shock and delight clients.

As we speak’s clients have seen all of it. So, how do you make them sit up and take discover?

The answer lies in shock and delight advertising.

On this information, you’ll study what it’s and which buyer segments you need to goal with this advertising technique. You’ll additionally study 5 efficient methods to shock and delight your clients.

Right here’s what we’ll cowl:

What’s shock and delight advertising?

Shock and delight is a advertising method that makes use of surprising rewards and experiences to nurture clients, increase model loyalty, and scale back churn.

Shock and delight advertising campaigns can take the type of an surprising present, a reduction, a thank-you observe, or any random type gesture. The objective is to exceed clients’ expectations and sweep them off their toes.

To raised perceive shock and delight advertising, it helps to know the distinction between buyer satisfaction and buyer delight.

If buyer satisfaction is about assembly clients’ expectations, buyer delight is about exceeding these expectations. Nevertheless, shock is a major factor of the way you transcend clients’ expectations with this advertising technique.

Why is shock and delight essential to your retention technique?

Shock and delight advertising is essential to your retention technique as a result of it instills model loyalty. Put one other means, it makes your clients fall in love together with your model once more.

So what about shock and delight advertising creates this variation or shift in clients’ notion of your model?

Tania Luna, co-author of Shock: Embrace the Unpredictable and Engineer the Sudden, defined how shock creates that shift in an interview with The Takeaway:

“If the shock is one thing that forces you to vary your perspective, then it’s important to change the way in which you’ve been taking a look at issues. If I wasn’t anticipating you to shock me or give me a present, and now I’ve simply gotten this nice expertise, I’ve to vary the way in which I take into consideration you and possibly even our complete relationship.”

Discover how the quote above mentions the phrase “relationship.” Shock doesn’t solely change somebody’s perspective. Executed proper, a nice shock can change the whole dynamic of a relationship.

With that in thoughts, it’s no marvel Merkle’s 2021 report on model loyalty exhibits that shock and comfort go hand in hand in boosting emotional connections between manufacturers and clients.

Who do you have to goal with shock and delight advertising?

Not all clients are an excellent goal for shock and delight advertising.

Usually, you shouldn’t shock and delight current clients after they’re not significantly happy together with your model.


As a result of they anticipate grand gestures and a few type of compensation after they really feel you probably did them mistaken. Your gesture doesn’t depend as a result of it kills the shock.

Customer support and skilled keynote speaker Shep Hyken stated as a lot on his web site:

“The time to shock is when you could have the prospect to make an excellent scenario even higher. It provides to the expertise versus making up for a nasty one … The shopper ought to by no means say, ‘I used to be stunned that I had an excellent expertise with them.’ Quite the opposite, the shopper ought to say, ‘It’s all the time a delight to do enterprise with them.’”

Put one other means, shock and delight advertising is a crucial part of making certain a nice post-purchase expertise to reinforce buyer retention.

Buyer segments you need to goal with shock and delight advertising embrace loyal clients, lively clients, and lapsed clients.

  • Loyal clients — Making your loyal clients really feel valued and appreciated can go a good distance towards turning them into model advocates. Give them unique rewards, they usually gained’t cease speaking about your model.
  • Lively clients — These clients actively use your services — they only don’t have a robust emotional connection together with your model … but. Exceeding their expectations in a means that catches them off-guard is a terrific option to earn their loyalty. Providing them a particular customized present will almost definitely do it.
  • Inactive clients — Inactive or lapsed clients aren’t a misplaced trigger. Offering these clients with shock presents or an anniversary card will re-engage them and get them shopping for once more.

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The way to shock and delight clients

  1. Ship private handwritten snail mail.
  2. Make it private.
  3. Use timing to your benefit.
  4. Ship worth with no strings connected.
  5. Be human.

How are you going to shock and delight your clients in methods they gained’t anticipate?

Listed here are 5 shock and delight techniques you possibly can implement in your advertising campaigns.

1. Ship private handwritten snail mail

Personalization is step one in making a profitable shock and delight expertise for a buyer. And in a digital period the place e mail communication is normal observe, what could possibly be extra private and surprising than receiving handwritten snail mail?

On-line pet retailer Chewy takes buyer appreciation to a completely new stage by sending handwritten notes of appreciation to clients.

It’s a easy gesture, but it surely packs an extremely considerate punch. Purchase a roll of stamps, begin training your cursive handwriting, and put your buyer knowledge to good use! There are many methods to say thank-you through a handwritten observe or e mail.

2. Make it private

Should you’ve ever been an everyday at a espresso store or restaurant, you realize the delight of strolling as much as a counter and the workers member saying, “Good morning! Will you be having your typical at this time?”

Prospects take consolation in figuring out somebody has taken the time to recollect their preferences. Actually, a 2022 report by Section exhibits that 62% of consumers anticipate personalization, saying they may go away a model that doesn’t present them with customized experiences.

So, if you need your clients to maintain shopping for, put your buyer knowledge to good use and supply presents and giveaways that may resonate with them.

Think about the wonder model Birchbox. Each month, the corporate sends its clients a field of sample-size magnificence merchandise to check, with the choice to buy the full-size model in the event that they discover one thing they like.

Birchbox has turned this idea right into a subscription field empire. The model drives buyer loyalty with customized reductions on merchandise a buyer has beloved and bought repeatedly.

Delivering customized experiences exhibits clients you’re not solely paying consideration but in addition taking the time to grasp their likes, preferences, and desires.

3. Use timing to your benefit

Give further rewards and perks on particular milestones and events — like birthdays, anniversaries, and holidays — to assist your shock and delight initiatives join with clients.

Occasions of celebration make clients recall fond recollections — even those who hint again to their childhood. You possibly can recreate these robust feelings by stunning and delighting clients throughout these occasions of the 12 months. Doing so fosters constructive associations together with your model.

These gestures could also be small, however your clients will bear in mind the additional effort you place in to make them really feel valued and appreciated on these particular days.

4. Ship worth with no strings connected

For manufacturers to succeed at this time, they have to create significant connections with their clients.

The time period “significant connection” is rising in popularity as manufacturers acknowledge that it is not nearly creating an excellent services or products. It is also about creating an expertise that resonates with clients.

To drag that off, you could ship worth with no strings connected. You create a real connection that instills loyalty in your model while you delight clients with out anticipating one thing in return.

How do you present clients that you just’re looking for his or her greatest pursuits? Listed here are a couple of methods to tug it off:

  • Give presents earlier than a purchase order, slightly than after.
  • Supply free transport codes with no expiration date.
  • Give presents with out requiring clients to do something.

Right here’s an instance from Sephora, a magnificence retail model that generated loads of buzz for sending free birthday presents to its most loyal clients:

5. Be human

Companies try to do extra with much less — discovering new methods to enhance productiveness, lowering prices, and making merchandise that clients love.

But the very best manufacturers do not simply get higher at what they do. They transcend that by being human and interacting with their clients in ways in which make them really feel their voice issues.

Prospects need to know that an organization is made up of individuals identical to them. It is why they purchase merchandise from manufacturers they know and belief — as a result of these corporations have proven themselves to be genuine in a method or one other.

Once you take this method, your advertising efforts will likely be way more profitable since you’ll have discovered a option to interact with folks on a private stage.

You’ll have the ability to join with them in ways in which really feel genuine and significant. And people connections will create lasting relationships with clients who grow to be loyal advocates of your model.

For Karissa Bodnar, CEO and founding father of cosmetics startup Thrive Causemetics, every day interplay with clients has grow to be a private mission.

Along with a completely staffed customer support staff, you’ll find Bodnar interacting every day with the model’s greater than 670,000 Fb followers in actual time — through her private Fb account.

Shock and delight the people who find themselves taking the trip of their day to work together together with your model and enterprise by participating with them on social media, e mail, cellphone, and even face-to-face.

Attempt to attain out promptly, interact in dialogue, and lead with empathy when offering options to buyer points.

Ultimate ideas: 5 shock and delight techniques to spice up buyer retention

You possibly can flip the purchasers into lifelong followers of your model by delivering greater than nice services. Inject some shock and delight advertising technique into your loyalty program and reap the advantages.

Give clients priceless surprises. They’ll thanks by buying extra and spreading the phrase about your model.

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This weblog was initially printed in July 2018. It has since been up to date for accuracy and comprehensiveness.