Seven ways to add surprise and delight to your customer journey
Looking to elevate your client experience at certain points of the customer journey? We suggest creating some “surprise and delight” moments that are aligned with the target audience. These don’t need to be costly in terms of time or money and they can elevate an experience to a higher touch service offering.
Below are some examples of how to add surprise and delight to your venue or catering customer journey.
Personalised gifts, this can be a welcome gift, a gift at a lull in the touchpoints of the customer journey, a small gift to welcome them to the accommodation, or a follow-up gift. We recommend keeping all gifts personalised and showcasing your offering or the local area where possible.
Surprise them with a complimentary upgrade to a higher drinks package, signature dish or dessert trio at no extra cost. (PS price this in from the start!)
Send a handwritten card 3 months before the wedding inviting them to their final meeting / call.
Surprise them at their menu tasting. Is there something they mentioned but haven’t chosen, or cocktails they said they were considering. Make it for them to show how much you listen.
With the same thought as above, if there’s something one of them loved at a tasting but it wasn’t chosen could you give it to them on the day? For instance the groom LOVED the sticky toffee pudding but a different dessert was chosen, could you give him both as a surprise?
Send a heartfelt follow-up message after the wedding day thanking them for choosing you.
Underpromise and over-deliver, market yourself with your capabilities, but hold a few things back.
When planning surprise and delight moments remember that it’s not about adding expensive or grand gestures, it’s about adding meaningful surprises that elevate their experience whilst being sustainable for your business. The purpose of these moments is to show your added value, build on the existing relationship and encourage advocacy both throughout the wedding planning process and after.
If you would like to map your customer journey and pinpoint opportunities for surprise and delight that align with your target audience get in touch today and book a customer journey mapping workshop.