Have you built “surprise and delight” into your business?

Ever wonder how some businesses turn customers into raving fans who can’t stop talking about them??

It's not about flashy ads or fancy branding – it’s something much simpler. The little moments of surprise and delight that leave a lasting impression and show that you care.

In a world full of automation and impersonal touchpoints, it's those thoughtful, human connections that stand out and keep customers coming back for more.?

Ready to transform your customer experience and build a brand people love to talk about??

Let’s dive into the power of surprise and delight! ??

In the journey to build a profitable startup, one thing stands out: the power of creating moments that customers remember. ??? Let’s break it down.

?? 9 A's of Customer Journey – With an Added Twist Based on Never Lose a Customer Again by Joey Coleman, the "8 A's" of a customer journey map guide prospects from awareness to advocacy. We added an extra “A” – Awareness – because no one's buying what they can't find. ?? The goal is to take customers from discovering your brand to becoming your biggest advocates.

?? Affirmation, Surprise & Delight – Moments That Matter When our first customer signed up, we went beyond the expected. Instead of a generic "thank you," we gave a small wooden puzzle box. ?? Inside was a gift voucher for their new hire in the Philippines – not flashy, but thoughtful. The value isn’t in the price but in the experience it creates. Something simple, memorable, and unexpected that shows we truly care.

?? Takeaway from Talk Triggers – Make It Memorable Inspired by Talk Triggers, these unique touches in your process are "baked in" to surprise and delight your customer. It's not about branded swag; it’s about human connection. ?? The result? Loyal customers who talk about their experience and spread the word, lowering your acquisition costs and increasing referrals.

??? Pro Tip: Make It Personal, Make It Lasting When you’re looking to surprise and delight your customers, think beyond branded items. ?? A memorable gift is one that’s thoughtful, useful, and tailored to the individual. It’s not about how much you spend, but about the effort you put in. Find simple ways to show your customers you care, and they'll remember it long after the transaction is over. ??

?? Key Takeaways:

1?? Be Intentional – Map out your customer journey and identify moments to surprise & delight.?

2?? Be Thoughtful – Personal touches matter more than big budgets. It’s the thought that counts.

3?? Be Memorable – Build processes that create repeatable, meaningful experiences.

Your customers will thank you – and tell others! ?? How will you bake surprise & delight into your customer journey? ??

???? I’m Ronan Leonard

?? Certified Innovation Professional

?? 100 days to create a profitable business. Follow the journey! Subscribe, hit the ??, or follow #100DaysStartuptoSuccess, or comment ?? to join the discussion.

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