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DELIVERING UNEXPECTED VALUE DRIVES HAPPINESS & REFERRALS

By Stacy Sherman posted 04-12-2018 06:48 AM

  

My passion around Customer Experience (CX) started when I received a package in the mail on a random afternoon. I was not anticipating a large box to be delivered, especially with a label that read “To Stacy, From Stacy.” Upon opening it, I quickly learned that the owner of Stacy’s Pita Chips sent a variety of FREE bags to hundreds of Stacy’s throughout the United States who spell their name like she does. To no surprise, this experience left a positive impression on me. I continue buying Stacy’s Chips, and I tell everyone I know about this story, which I have to believe generates incremental brand awareness and product orders. This experience serves as an important reminder that BUSINESSES CAN'T COMPLETE JUST ON PRICE alone. While there may be expenses to implement a creative marketing plan, the increased customer loyalty and word of mouth benefits outweigh the costs when done right.

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