The Surprise and Delight Strategy - After the Show

10/29/24 • 12 min

It’s one thing to satisfy your customers, but what if you could turn their experience into something remarkable? I’m talking about the art of surprising and delighting your customers—and why it’s your new secret weapon.

In our latest episode with Nick McHenry, one idea really stood out to me: the power of surprising and delighting. It’s something I’m obsessed with—constantly thinking of ways to exceed expectations and create those “wow” moments.

Nick is an absolute goldmine of insights and he shared some brilliant examples. Today, I want to explore how going that extra mile can create unforgettable experiences that not only keep customers coming back but also get them excited and talking about you!

From viral moments like the Stanley Cup story to those small, unexpected touches, I’m sharing some of my favorite ways to start surprising and delighting your customers.

[01:30] Surprise and delight your customers

[02:25] How Stanley went viral with surprise and delight

[05:47] The power of doing the unexpected for customers

[08:06] Building customer loyalty through reciprocity

Get all of the resources on our website.

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From viral moments like the Stanley Cup story to those small, unexpected touches, I’m sharing some of my favorite ways to start surprising and delighting your customers.

[01:30] Surprise and delight your customers

[02:25] How Stanley went viral with surprise and delight

[05:47] The power of doing the unexpected for customers

[08:06] Building customer loyalty through reciprocity

Get all of the resources on our website.

Previous Episode

Turning Your Shoppers into Lifelong Fans with Nick McHenry

Want to turn casual shoppers into loyal customers? Get ready for an action-packed episode filled with creative marketing ideas. I’m excited to welcome back Nick McHenry, who is one of my favorite people in the industry and a true friend and partner.

Nick McHenry is the Founder and CEO of OneShop, an all-in-one digital marketing platform designed just for brick-and-mortar retailers. He started his journey on the retail floor in his late teens, where he learned the ins and outs of the industry firsthand.

After spending ten years in wholesale with luxury brands like Giorgio Armani and Philipp Plein, Nick now focuses on helping retailers use digital marketing tools to boost their sales and connect with customers.

Nick knows how to get retailers thinking about what works best for bringing customers through the doors. In today’s conversation, Nick dives into the challenge of bringing customers back into your store, a must-listen topic for every retailer.

[04:58] What automated clienting tell means and why it's important

[07:40] How to stop the scroll on social media

[10:03] The best way to integrate loyalty programs across platforms

[14:25] What did you sell the customer vs. what did you learn about them

[20:03] Smart strategies to keep your customers coming back

[23:43] How to gamify your store with non-spend visits

[28:03] Nick's resilience round

Get all of the details and resources on our website.

Next Episode

Making A Nontraditional Retail Pivot with Stacey Pecor

What if the key to thriving during tough times was simply reimagining your business?
Join me as I chat with Stacey Pecor of Olive & Bette’s, a powerhouse retailer who did just that.
One of the things I love most about Stacey is her superpower for innovation. She’s always thinking ahead, taking smart risks, and knowing exactly when to pivot. In this episode, she’s pulling back the curtain on her decision-making process, showing us the inspiration behind her bold moves to reinvent her business.
And here’s the best part—it’s like a mini masterclass on social media! Stacey shares the tools she uses, what she’s watching in her metrics, and her approach to captions and advertising.
It’s all here, and it’s working. With over 10,000 followers, Stacey is actively selling through her social channels and connecting with her audience every day. Let’s dive into her story!
[05:32] The major pivot Stacey made in her business

[11:58] The new concept store in Greenwich

[14:52] Stacey's advice on listening to your gut

[16:38] What the biggest hurdle in the transition was

[22:55] The strategies behind her social media impact

[26:08] What type of content is working best right now

[28:32] Why Instagram wants creators to use trending media

[33:34] Stacey's resilience round

Get all of the resources on our website!

Rooted in Retail - The Surprise and Delight Strategy - After the Show

Transcript

Crystal Vilkaitis00:00:00.000

Well, hello, hello and welcome to After the Show. Today, we are talking about Nick McHenry's episode. What'd you think? Do you have so many ideas? I mean, I know, depending on where you are with your marketing and what your current efforts are, you might feel a little overwhelmed from Nick's episode, because he talked about so many different angles and so many things you should be doing. Or you might also just feel incredibly inspired to