Surprise and delight moments in your product should be surprising and delightful, as their name suggests. After years of being pummeled with confetti on every screen we look at, a confetti burst at a special moment is neither surprising nor delightful anymore.
A study by Loyalty One found that 90% of customers who had a surprise & delight moment had an "elevated positive perception of the brand," and 50% of customers "told peers about the experience."
Surprise and delight moments accomplish three critical things: they strengthen customer loyalty, drive word-of-mouth, and create an emotional response in the customer, making experiences stickier.
#customer-experience #marketing-strategies #brand-loyalty #surprise-and-delight #emotional-connection
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