The Surprise and Delight Strategy - After the Show

Rooted in Retail

It’s one thing to satisfy your customers, but what if you could turn their experience into something remarkable? I’m talking about the art of surprising and delighting your customers—and why it’s your new secret weapon.

In our latest episode with Nick McHenry, one idea really stood out to me: the power of surprising and delighting. It’s something I’m obsessed with—constantly thinking of ways to exceed expectations and create those “wow” moments.

Nick is an absolute goldmine of insights and he shared some brilliant examples. Today, I want to explore how going that extra mile can create unforgettable experiences that not only keep customers coming back but also get them excited and talking about you!

From viral moments like the Stanley Cup story to those small, unexpected touches, I’m sharing some of my favorite ways to start surprising and delighting your customers.

[01:30] Surprise and delight your customers

[02:25] How Stanley went viral with surprise and delight

[05:47] The power of doing the unexpected for customers

[08:06] Building customer loyalty through reciprocity

Get all of the resources on our website.

Join the Rooted in Retail Facebook Group to continue the conversation
Get your ticket to EVOLVE 2025 - $200 off when you use the code rooted
Join our Rise and Shine newsletter for all the latest marketing news for retailers
Show off your super fandom by getting your Rooted in Retail Merch!

فصل ها

1. The Surprise and Delight Strategy - After the Show (00:00:00)

2. Surprise and delight your customers (00:01:30)

3. How Stanley went viral by surprising and delighting a customer (00:02:25)

4. The power of doing the unexpected for customers (00:05:47)

5. Building more loyalty through reciprocity (00:08:06)