How to Deliver an Experience

A couple of things happened last week that reminded me once again of the impact of a WOW experience. John Jantsch, blogging on Duct Tape Marketing gave a wonderful example of a very memorable purchase from Etsy seller Katie Blair Design. (Click on this link: How to Deliver an Experience).

The online purchase was treated with the same personalized care as a treasured gift. A hand-addressed package, a business card on which was hand-written a thank you and an offer on a next purchase, a sample of another product and then, finally, the hand-stitched notebook that was purchased, delicately wrapped in colorful tissue paper.

The second thing that happened was that I received a huge tin of gigantic cookies from a business acquaintance. I simply referred a client to this person. In my mind, the thank you gift (totally unexpected) far outweighed the small favor I extended.

Often times, it's easy to get caught up in operational issues of day to business; whether it's simply passing along a referral or more detailed as in getting an order, picking the product, ringing the transaction, packaging, prepping for shipping/delivery, etc., etc., etc. The extra steps that the Etsy seller undertook makes the purchase even more special. I am thrilled with my cookies and am in awe of my acquaintance's thoughtfulness. Just a reminder to all of us to stop and smell...the cookies!