Life is Predictable
Why Surprise and Delight?
Increased Customer Engagement
Why Surprise and Delight?
Increase in Value
“More than half of shoppers say they would pay a higher price for the customer experiences they value most.� Synchrony Financial
Why Surprise and Delight?
Bounce back from a crisis
Why Surprise and Delight?
Uptick on referrals
“61% of consumers would tell friends and family about their experiences.� Verint
Credit: Splendid Insights
Why Surprise and Delight?
Brand Loyalty
Ready, Set, Go!
What do I hope to accomplish?
Who am I trying to reach?
What are your strengths?
Catering
Rentals
Photography
Identify your target audience’s time of need
Next: Map out a Plan
Complete this sentence early on:
“In order to be a success, I need ___________ to happen.�
Create a “hit” list- who are you trying to reach?
If specific people: Collect the necessary information - over time (aka don’t be creepy about it)
If taking a broader approach, create a system you can implement into your workflow
Becky the Bride Booking- cue the confetti Midway- Starbucks break Week of- emergency kit
Translation into an ongoing strategy • Quarterly meetings • Standardize information collection • Track retention and referrals
Don’t be afraid to improvise
Questions? Text ofd to 444999 for a Surprise and Delight Idea Sheet!