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Surprise & Delight

Exciting Ways To Win Customer’s Hearts

By Robyn Lott, Director of Client Services

In the current competitive business landscape, companies are constantly seeking innovative ways to attract and retain customers. Traditional marketing strategies are undoubtedly effective and we, here at MESH, have a great grasp of those.

There are also blossoming trends among successful businesses to surprise and delight, embracing the unexpected and unconventional. When building your strategy, consider some of these surprising and out of the box tactics that leave a lasting impression.


One unexpected way to win customers over is by incorporating personalized surprises into their experience. This could involve sending handwritten thank-you notes, creating custom product packages, or even offering exclusive discounts tailored to individual preferences. Personal touches demonstrate a company’s commitment to understanding and valuing its customers.

Comedy in Communication

Laughter is a universal language, and using humor in your communication can set your company apart from the competition. Consider messaging that will make your brand more memorable, including clever social media posts, lighthearted product descriptions, and attention-grabbing email campaigns. The brands who do this well are also able to pull back on the humor at appropriate times, understanding that a comedic tone may not be relevant for every message, product or service. 

Random Acts of Kindness

Implementing random acts of kindness, both online and offline, can leave a lasting positive impression on customers. This could range from surprising loyal customers with freebies to organizing community events or supporting charitable causes. The unexpected nature of these acts often builds excitement and joy. Companies that show they value more than just profits can build strong emotional connections with their customer base.

Interactive User Experiences

Engaging customers in interactive and immersive experiences can be a game-changer. Some examples include virtual reality demos and interactive online quizzes that provide personalized product recommendations. These experiences not only entertain but also enhance the overall customer journey, making it more memorable and enjoyable.

Transparency and Authenticity

Modern consumers are seeking connection and authenticity. A company that is transparent about its values, processes, and challenges can build trust and loyalty with its customers. There are countless ways to do this, including sharing behind-the-scenes content, openly addressing customer concerns, talking about why a certain product or service was created and even admitting mistakes when they happen. Authenticity can be a revitalizing change in a world filled with imposters.

Personal Development Initiatives

Investing in your customers’ personal development can foster a unique connection. Offer resources, workshops, or partnerships that contribute to their growth and well-being. This approach helps to position your company as one that cares about the holistic development of its customers.

Special Events

Hosting or sponsoring special events is another impactful way to connect with potential customers and engage with them on a personal level. This could include festivals, conferences, seminars, and more. Establishing a connection to a good cause or even just a “good feeling” can sometimes be as effective for a company as an advertisement.

Referral Programs 

These are widely used across various industries as an effective and cost-efficient way to acquire new customers. Satisfied customers are often more than willing to recommend a product or service to others. By providing incentives, businesses can further encourage this behavior. These programs can help build a sense of community and loyalty among customers. This creates a stickiness that keeps those customers coming back and buying more products year over year.

Customers Care About More Than Just the Product

While we truly believe in the power of the tried and true traditional marketing strategies, we also know that today’s customers are savvy, they have short attention spans and they care about more than just the product itself. Differentiating your company by utilizing some of these surprise and delight tactics can help you make a lasting impression on your key audiences.