February 5, 2023

5 Approach To Shock and Delight: Enhance Buyer Retention

8 min read

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

Based on a 2022 examine on model loyalty by Yotpo, about 80% of ecommerce buyers have a tendency to purchase from a model they’re loyal to, and 47% will advocate it by way of phrase of mouth.

Nonetheless, model loyalty could be fleeting. With info at their fingertips and quick access to choices, even loyal clients can change manufacturers on a whim.

You need to do greater than ship an ideal buyer expertise if you wish to increase model consciousness and enhance retention charges. You additionally have to 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 and marketing.

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

Right here’s what we’ll cowl:

What’s shock and delight advertising and marketing?

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

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

To higher perceive shock and delight advertising and marketing, 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. Nonetheless, shock is a significant factor of the way you transcend clients’ expectations with this advertising and marketing technique.

Why is shock and delight essential to your retention technique?

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

So what about shock and delight advertising and marketing creates this transformation 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 best way 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 best way I take into consideration you and perhaps even our complete relationship.”

Discover how the quote above mentions the phrase “relationship.” Shock doesn’t solely change somebody’s perspective. Carried out proper, a pleasing shock can change your entire dynamic of a relationship.

With that in thoughts, it’s no surprise 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 must you goal with shock and delight advertising and marketing?

Not all clients are a very good goal for shock and delight advertising and marketing.

Typically, you shouldn’t shock and delight present clients after they’re not notably happy along with your model.


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

Customer support and expertise keynote speaker Shep Hyken mentioned as a lot on his web site:

“The time to shock is when you will have the possibility to make a very good state of affairs even higher. It provides to the expertise versus making up for a foul one … The client ought to by no means say, ‘I used to be stunned that I had a very good 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 approach, shock and delight advertising and marketing is a crucial element of making certain a nice post-purchase expertise to boost buyer retention.

Buyer segments you need to goal with shock and delight advertising and marketing embody loyal clients, energetic clients, and lapsed clients.

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

Learn how 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 received’t count on?

Listed below are 5 shock and delight techniques you’ll be able to implement in your advertising and marketing 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 electronic mail communication is commonplace 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 degree by sending handwritten notes of appreciation to clients.

It’s a easy gesture, however it 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 notice or electronic mail.

2. Make it private

When you’ve ever been an everyday at a espresso store or restaurant, you already know the delight of strolling as much as a counter and the workers member saying, “Good morning! Will you be having your traditional at present?”

Clients take consolation in figuring out somebody has taken the time to recollect their preferences. In truth, a 2022 report by Section exhibits that 62% of shoppers count on personalization, saying they’ll depart a model that doesn’t present them with personalised experiences.

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

Take into account 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 personalised reductions on merchandise a buyer has cherished and bought repeatedly.

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

Instances of celebration make clients recall fond recollections — even people who hint again to their childhood. You’ll be able to recreate these sturdy feelings by shocking and delighting clients throughout these occasions of the yr. Doing so fosters constructive associations along with your model.

These gestures could also be small, however your clients will bear in mind the additional effort you set 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 present, they have to create significant connections with their clients.

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

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

How do you present clients that you simply’re searching for his or her finest pursuits? Listed below are a number of methods to tug it off:

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

Right here’s an instance from Sephora, a magnificence retail model that generated lots of buzz for sending free birthday items 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 perfect 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.

Clients wish 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 firms have proven themselves to be genuine in a method or one other.

If you take this method, your advertising and marketing efforts can be way more profitable since you’ll have discovered a option to have interaction with individuals on a private degree.

You’ll be capable of join with them in ways in which really feel genuine and significant. And people connections will create lasting relationships with clients who change into loyal advocates of your model.

For Karissa Bodnar, CEO and founding father of cosmetics startup Thrive Causemetics, day by day interplay with clients has change into a private mission.

Along with a totally staffed customer support crew, you could find Bodnar interacting day by 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 outing of their day to work together along with your model and enterprise by partaking with them on social media, electronic mail, cellphone, and even face-to-face.

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

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

You’ll be able to flip the shoppers into lifelong followers of your model by delivering greater than nice services. Inject some shock and delight advertising and marketing technique into your loyalty program and reap the advantages.

Give clients priceless surprises. They are going to thanks by buying extra and spreading the phrase about your model.

Need to create scalable model experiences constructed to shock and delight? Join managed WooCommerce internet hosting to scale back question masses by as much as 95% and enhance your retailer pace.

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


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