Six Creative Customer Experience Examples
Create the Magical Moments that people can’t help but remember
For the past month or so in my weekly newsletters, I have been talking about “Magical Moments” in your business. It all started with the story of the candles at The White Barn Inn in Kennebunkport Maine and the staff member’s response. He said,
“We believe that the smallest things are what create the magic.”
You can read that newsletter and story here, and then the next (super fun one) here.
In the last newsletter of this series, I gave a few creative ideas that you can adapt to your own business. Run with them - make them yours!
One quick note on the WHY:
The point here is to make sure you are connecting the dots for your clients. What you do to stay on brand and create memories must make sense to who you are. Otherwise, there will be a disconnect. When you do this,
you stay on brand
you make your client feel like you know them
you are seen as authentic and real
you create a wow - either a WOW! or a Whispered Wow (both matter)
you create a taking point
You know I could go on and on about why this is so important, but for now, scroll down to get ideas and see creativity at work! Then, go do it yourself!
1 | Flower arrangement welcome
2 | Perfect hors d’oeuvres for an engagement/wedding/partnership event
3 | Welcome!
4 | Which cocktail napkin?
5 | Soaps instead of business cards
6 | Donors are clients
1 | FLOWER ARRANGEMENT WELCOME
I was working for a large, resort hotel and we had a huge company coming in that was spending zillions of dollars on a meeting. The CEO of this company was also coming in and was staying in the presidential suite. As is the norm, we planned a welcome amenity with a bottle of wine, note from the general manager, a robe with his initials, etc.
All of this was beautiful and well-done, but here was the special part - the Whispered Wow. Even though the CEO lived in California at the time, he was originally from North Carolina proud of it. He made this very clear in his bio, his social media, etc. So, instead of the standard (and over the top) floral welcome amenity, we ordered HUGE branches of blooming dogwoods and put them atop the grand piano. Why?
The dogwood is the state tree in NC.
The note read, “Welcome to Ventana - we home you feel as home here as in North Carolina. We thought we would bring a bit of to you for your stay.”
2 | PERFECT PAIRINGS
Cookies & Milk | Cup of tomato soup and a mini grilled-cheese
Imagine an engagement party, a company event to announce a new partnership, or a new line that you will carry, etc. Serve hors do’oeuvres that are “the perfect pairings.” See descriptions below the images.
Coke with fried chicken and waffles | Beer with a mini-pretzel | A mini tequila and a mini taco.
3 | WELCOME WITH A FLAIR
For those of you who don’t always meet your clients until they pay you (stylist, photographer, designer, consultant, etc.), please, please create a simple welcome packet.
It’s always a good idea to do something special when emotions are high, and when they pay that deposit, emotions are high! Even if you aren’t expected to get to work immediately, they have paid you and want to see something. Send a packet that says, “I am so glad you are here - here’s what you can expect etc.” Need a Canva template for this? Email me and let me know.
Welcome packet cover for The Rhett House Inn
4 | WHICH COCKTAIL NAPKIN?
Okay - this one may sound so small, but it can matter. I still remember having a martini at The Four Seasons Hotel in New York about ten years ago and the exquisite linen napkin they used. It can be printed or cloth, just make sure it is on-brand. This is especially important if you are hosting a meeting, a presentation, a party, etc. One of my favorite things is to order white linen napkins (or your color) and have various initials in the corner. If you have multiple guests and you can give them each a napkin with their initial (Janice gets a napkin with a J, Ashley an A, etc.), it is such a Whispered Wow. You don’t have that initial? Make sure to have some backups monogrammed with your logo icon (discreet - in the corner).
Bonus: form a relationship with the person who monograms. And order these same napkins as part of a gift for your client later. All Etsy designers are linked below.
5 | MORE CREATIVE THAN BUSINESS CARDS
In a showhouse a few years ago, most of the designers would leave their business cards or perhaps a postcard with an image of the room for the visitors to take - Marketing 101. One of the most creative (and still remembered ways) was Tish Mills' Master Bath where she put a huge container of small soaps, wrapped with her name and information - it was a design moment that fulfilled the marketing need. Brilliant.
Tish Mills’ Master Bath in the Atlanta Showhouse
Tish Mills Showhouse Master Bath Detail
6 | DONORS ARE CLIENTS TOO!
Don’t skip over this just because you don’t have donors. Actually, if you look at some of the best donor programs, you can find some wonderful ideas for your customers and clients. Remember, just think about how it makes them feel.
It was a Tucson Symphony Orchestra dress rehearsal and about 12 of our major donors were invited to have cocktails before the final rehearsal of a huge opening night. However, this time they didn’t sit in the theatre and watch (which was still pretty special since they were the only ones there), but instead, they had seats within the orchestra itself - beside the 2nd flute, etc. They were all scattered about and had a brand new perspective of the where and why of their donations.
