Surprise and delight
Surprise and delight
Loyalty
Giving customers unexpected extras, like a free gift or handwritten note, to build loyalty.
What is Surprise and delight?
Surprise and delight works because it is unexpected. A promised reward is a deal, but a surprise feels personal. Common examples are a free sample in an order, an upgrade to faster shipping, a birthday gift, a note from the founder or a bonus on a subscriber's anniversary.
Make it feel personal, not random. The best moments are tied to something real about the customer, like their sixth order or a past support issue. Chargezen subscription rewards include free gifts and order milestone rewards that can be set up to arrive at moments like these.
Example
For example, a coffee brand might add a free sample of a new roast to every subscriber's sixth order. If the sample costs $3 and a few of those subscribers add the new roast to future orders, the gift pays for itself.
Why Surprise and delight Matters
Small, well-timed surprises give customers a story to tell and a reason to stay that a discount cannot match.
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