How can you create unexpected customer experiences that improve retention?

2 Offer exclusive benefits

Another way to create unexpected customer experiences is to offer your customers exclusive benefits that make them feel special and rewarded. These benefits can include access to limited-edition collections, early previews of new releases, invitations to events or workshops, free samples or swatches, or loyalty programs that give them points, discounts, or gifts. By offering exclusive benefits, you create a sense of scarcity and urgency, and increase your customers' perceived value and satisfaction.

3 Solicit and act on feedback

A third way to create unexpected customer experiences is to solicit and act on feedback from your customers. This means asking them for their opinions, suggestions, reviews, or testimonials, and showing them that you listen and respond to their needs and expectations. For example, you can use surveys, polls, social media, or email to collect feedback, and then share the results, improvements, or changes you made based on their input. You can also feature their feedback on your website, newsletter, or social media, and thank them for their contribution. By soliciting and acting on feedback, you create a sense of co-creation and involvement, and increase your customers' trust and loyalty.

4 Surprise and delight them

A fourth way to create unexpected customer experiences is to surprise and delight your customers with unexpected gestures, gifts, or rewards. This means going beyond their expectations and adding some extra value or joy to their interactions with you. For example, you can surprise them with a handwritten note, a complimentary accessory, a free upgrade, a personalized video, or a random act of kindness. By surprising and delighting them, you create a positive emotional connection and a memorable impression.

5 Be authentic and transparent

A fifth way to create unexpected customer experiences is to be authentic and transparent with your customers. This means being honest, consistent, and respectful in your communication, actions, and values. For example, you can share your story, mission, vision, and values with your customers, and show them how you support social or environmental causes that matter to you and them. You can also be transparent about your processes, policies, and challenges, and admit and apologize for any mistakes or issues. By being authentic and transparent, you create a sense of integrity and credibility, and increase your customers' respect and admiration.