Thank you for reading this. If you would like alerts about my future posts please enter your email address in the ‘Subscribe to Marketing Insights’ in the right-hand column.
Perhaps also connect with me on Twitter Linkedin Instagram Youtube or in our weekly chat in the SOSTAC® Plans Club in the Clubhouse App on Fridays at 1pm.
—
If Customer Retention Is 600% More Profitable (than acquiring new customers) – why not shock your customers like these organisations do? How much are you willing to spend each year to keep a customer (for life)? Calculate it and then spend it on them. Here’s a few ‘wow’ examples.
Ulster Rugby wanted to say thank you to their fans (season ticket holders), so they surprised a selection of them by sending three of their star players out in a van to deliver the tickets personally.
In another refreshing example, TD Bank in Canada turned ATMs into Automated Thanking Machines ™ to create some very special moments for customers across the country. A simple thank you can change someone’s day. #TDThanksYou
Add a gift to it and people get very happy. Add a relevant gift and people get ecstatic. Would you like to see TD’s Automated Thanking Machine™ in action?
In another initiative, West Jet flyers were given gifts as they got off the plane (it was Christmas time).
Have you got any examples of wowing customers? Please post a comment at the end , ideally with a link if you have one and I’ll add it to this collection (and credit you for alerting me). It’s nice to be nice. It also makes business sense, to organise your CRM and all data sources to become more relevant in your customers’ lives and ‘wow’ them occasionally (it also makes great social media content)!
You might also like: 10 Useful Ways Big Data Is Used – That You Probably Didn’t Know
Get an alert any time I post – just enter your email into ‘Keep Up To Date’ (on the right hand side).
Great site. Thank you for sharing article.
Brilliant. It requires lots of logistics but this is definitely the way to do things!
As more analytics become available marketers can understand customers better than they know themselves. There is a very reasonable debate about the ethics of this, particularly as recent riots in Washington are partly attributed to social media’s unethical data manipulation. Essential viewing: Social Dilemma (docu-drama on netflix). HOWEVER, this beautiful example of a bank understanding its customers so well, that it delights them, with extremely thoughtful and very personalised gifts is very powerful & emotional.
This TD Bank advert is really emotional. I can’t even imagine the impact of this campaign. Do you have any stats on the TD banks’ campaign results?
Yes Jab this is a beautiful ad. It tugs at the heart strings – doesn’t it. Alas, I don’t have any numbers on how the campaign went. But from a qualitative point of view – you can see it works! If you do come across any numbers – pls do let me know (plus the source) and we’ll add it to the post & credit you. Best wishes, Paul