Jeff Jackel

How you make your clients feel is what sets your business apart.

Here are 5 quick, easy actions you can take today to surprise and delight them:

1. Send a Handwritten Note – In an overly digital world, a simple, personal message can go a very long way.
Action: Implement an SOP where you do this for all new customers OR just pick one at random each day/week.

2. Offer an Unexpected Upgrade – Whether it’s a free service or a product upgrade, people love an “upgrade”.
Example: Retailer might add a small gift with purchase. Service company might offer a bot more deliverable than promised. SAAS co allows temporary use of a premium feature.

3. Remember Special Occasions – Send a thoughtful message or small gift on birthdays, anniversaries, or dates that are important to the person or relationship.
Action: Make a plan to send a personalized birthday card and/or gift to each client each year.

4. Reward Loyalty Spontaneously – Offer your most loyal customers an unexpected discount or exclusive deal.
Example: A local coffee shop empowers baristas to offer a free drink to a frequent customer without prior notice. “Your drink is on us today. Thank you for being part of the family here at Jeff’s Coffee Cave!”

5. Provide Customer Care, Plus+ – When a customer reaches out, go the extra mile.
Action: Next time you field a customer issue, solve the problem fully and quickly as you always would…. and a few days later, reach back out to make sure everything is going smoothly and offer a small discount or service as a token of appreciation

Why bother?

These surprise and delight moments create emotional connections that go beyond the transactions.

Happy customers lead to:
– Increased loyalty
– More referrals
– Higher lifetime value

Your clients want to feel valued—and sometimes it’s the small, unexpected gestures that make the biggest difference. Start delighting them today!

Often when I talk with people about CX, the conversation quickly has me drowning in data, with folks myopically focused on digital engagements, 1s and 0s… and my eyes glaze over.

Yes data is VITAL, but the Experience of a Customer encompasses every interaction they have with your brand, your people, your product, your channels… from the first touchpoint to long-term engagement. It’s so far beyond just the product or service you offer—it’s about how you make your customers FEEL throughout the entire journey. And today, this experience is one of the most critical factors driving customer loyalty and brand advocacy.

As technology evolves and smart brands’ experience levels increase, so do customer expectations. With instant access to information, personalized experiences, and fast responses, customers now expect seamless, intuitive, MEMORABLE, and REMARKABLE interactions across every platform. Failing to meet these expectations can drive customers to competitors faster than ever before.

This shift has made CX a key competitive differentiator. And one that almost any company can leverage if they choose to. Businesses that excel in delivering exceptional customer experiences stand out in crowded markets and foster deeper connections with their audience. Companies that invest here see HIGHER RETENTION RATES, MORE REFERRALS, and a STRONGER BOTTOM LINE. In a world where products and services are increasingly commoditized, CX remains one of the few sustainable advantages a company can leverage to thrive.

If you focus on EVERY MOMENT THAT MATTERS TO YOUR CUSTOMER, you’ll set the stage for long-term success and customer loyalty.

It’s actually simpler than you might think.

You’d be hard pressed to find a growth-minded company that is not focusing most heavily on acquiring NEW customers. However, for decades studies have consistently shown that the real growth lies in fostering relationships with your existing clients.

Here’s why:

1. Cost Efficiency: Acquiring a new customer is anywhere from 5 to 25 times more expensive than retaining an existing one (Harvard Business Review).

2. Revenue Boost: Increasing customer retention rates by just 5% can increase profits by 25% to 95% (Bain & Company).

3. Higher Conversion Rates: Existing customers are 50% more likely to try new products and spend 31% more compared to new customers (Invesp).

Despite these well-known and compelling stats, far too many businesses still prioritize new customer acquisition over client retention and cross-selling efforts. This not only leads to major missed opportunities but results in higher costs.

If you’re ready to rid yourself of “Shiny New Toy Syndrome”, here are a few ways you can shift your focus:

• Engage Consistently: Regular communication and personalized interactions with your customers and clients will strengthen relationships.

• Reward Loyalty: Implement loyalty programs to incentivize repeat business and show genuine gratitude for your continued relationships.

• Gather Feedback: Implement surveys and get direct feedback to understand client needs and consistently improve your offerings.

• Invest in Your Relationships: Whether with time or money, ensure your clients feel that you truly care about them as people beyond your working relationship.

By nurturing existing relationships, you not only boost your bottom line but also build a loyal customer base that will advocate for your brand.

Let’s rethink our strategies and prioritize the customers who already believe in us. The results might just surprise you.

In our fast-paced, hustled, “busy” modern times, even a small moment or act of kindness can make a big difference.

Each day, we have countless opportunities to show thoughtfulness and selflessness to those around us. It could be as simple as holding a door, offering a genuine compliment, or paying for someone’s coffee. These little gestures not only brighten someone else’s day but also foster a sense of community and compassion. And if we’re being honest, they make us feel proud as the doer.

What if we all challenged ourselves to find one thoughtful act we can do for a stranger each day? Together, we could create a ripple effect of kindness contagious enough to change the world.

In a world where every business is vying for attention, it’s easy to get caught up in the transactional treadmill. But here’s the thing: transactions are fleeting, while relationships last.

Transactional thinking and marketing is all about the quick sale – it’s like speed dating for businesses. But in the rush to close deals, we often overlook the power of building real, fortified connections with our clients and customers.

Relationship-focused hospitality, on the other hand, is a game-changer. It’s about going beyond the sale to create genuine, lasting relationships that keep customers coming back for more.

Why Does it Matter?
Transactional marketing may give you a quick boost, but it’s relationship-focused hospitality that builds brand loyalty and fuels long-term success.
It’s all about authenticity, empathy, and going the extra mile to make your customers feel valued and appreciated.

Make every interaction count!