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This week I had the opportunity to travel to a conference and listen to featured speaker Stan Phelps. Mr. Phelps recently published a book, What's Your Purple Goldfish? I'm not going to give away the secret of what a purple goldfish is, but I will share with you the gist of his message.
The subtitle of the book is How to Win Customers & Influence Word of Mouth. Mr. Phelps began on a journey to find 1,001 examples of marketing lagniappe. What's lagniappe? Pronounced lan-yap, it's a Creole term for "a little something extra." This book is the result of his findings of examples of companies who deliver excellent customer services by giving "a little something extra" to their customers.
I haven't completed the book yet, so I'm relying upon my memory of his presentation to give you my favorite examples of marketing lagniappe:
- Bigelow Tea - A recent customer ordered a box of Bigelow Vanilla Chai Tea, and the first item that fell out was a packet of Constant Comment. The customer feared he had received the wrong order. Instead, it turned out to be a complimentary sample, and the customer was delighted to have a fun new item to try.
- Plaza Cleaners - This Portland, Oregon company posts a sign on their door, "If you are unemployed an need an outfit clean for an interview, we will clean it for free." They're paying it forward; maybe, just maybe, the local economy will improve a bit if that person gets the job.
- Nurse Next Door - We all make mistakes, as much as we strive for business and personal perfection. If this home health service provider makes a mistake, they deliver a fresh baked apple "humble pie" as an apology for the poor customer service.
- Southwest Airlines - Ok, we've all seen this one, but who doesn't love the "bags fly free" marketing message?
- Nordstrom - This company is famous for its excellent customer service, but I found this story exceptionally interesting. One customer's feet were two different sizes: a 9 and a 9.5. The salesman at the store split two pairs of shoes for one order.
Now, the book is more than short stories about the little somethings extra companies do. It really is a study into marketing behavior and how develop the customer experience. There are some fantastic, basic rules that will make sense more than your college textbook.
Do you offer a little something extra to your customers? It's not always easy, especially if you're a small business, like me. I have two. The first is the Bigelow Tea example. This lagniappe was born out of economy, not marketing strategy. I send a "Krazee Kandel" with every order. Some are tea lights, some are votives, all made from leftover amounts of wax I cannot use in the future. It's supply I have, can't do anything with, yet is a relevant gift as a means to say "thank you." Always packaged neatly with my signature froggie thank you tags.
My second was recently introduced. Knowing happy customers are the best word of mouth, I decided to start a referral program. To my repeat customers, I include a referral card for them to give a friend or colleague to recommend my product. If that friend makes a purchase, she/he receive 15% off their entire order, and my customer receives the same discount from her next order. The discounts are truly minimal given the increased sales brought my way.
So today I ask you, what is your marketing lagniappe? Post it here. Maybe a reader will be inspired to follow your example, maybe a new to you customer will see if and bring you new business!
P.S. All those who post their examples, will be entered into a drawing. If I draw your name, I'll feature your shop in an upcoming post!
Sounds like a really interesting book! I give all of my customers a thank you coupon for their next purchase, but perhaps I should try a referral card program. For me, nothing makes or breaks a business quite like customer service. If I get great customer service from a company, I'll almost always go back and tell my friends about it. Bad customer service, though, is a killer in my book. I'm willing to forgive a lot of things from a business, but bad customer service is not one of them.
ReplyDeletegreat read thanks!!! :-)
ReplyDeleteI want to read this book now. I have "free shipping" on my business cards. And every few orders I'll add in a fee pair of earrings.
ReplyDeleteGreat article! I often include extra spacers or other coordinating beads with my orders and love how my customers always seem so delighted when they open their package and discover the surprise. *Ü*
ReplyDeleteCurrently I include a coupon code for free shipping with the next purchase. For larger orders, I offer a buy 4, get the 5th at half off coupon.
ReplyDeleteI communicate with my clients all the time to let them know what's happening: that I received the order, that I'm mailing the order and I follow up with a survey.
The referral card program is new, but something I'd like to try. Thanks :)
Unique Cozy Treasures - I always try to include a small free gift with each order and some times even a coupon off of their next order.
ReplyDeletehaha purple goldfish, I'm still curious since reading it last time
ReplyDeleteI too include free beads or often one of my heart necklaces in every order.
ReplyDeleteFor my stamp biz, free stamps in every order.
I give my clients a coupon for next purchase, I'll have to try the referral program too.
ReplyDeleteI agree, customer service is all important. It is my goal to make every one of my customers have a great day when they open their package from me. I include a 20% off coupon for their next order to everyone. If a customer buys something other than a set of jewelry, I will often make a pair of matching earrings as a gift. If they have ordered a set, I make them something different, but try to gauge their likes by what they have ordered.
ReplyDeleteThat is wonderful and very important points because the customer is what matters. I have always given customers a coupon for next purchase if ever they want to return as a way to say thank you for the purchase. I have also been including extras like postcards with a personalized written message on one side. When they are customers that have bought from me once I include an additional original artwork alongside the coupon and extra personalized postcard. xx This comes from the heart with good intention :)
ReplyDeleteWe're going to start something new later this month as a small sweet thank you: We're going to include a small sample of our handmade sugar cubes.
ReplyDeleteWe figured that if people are buying from us, they are open to trying different food products. Plus, when we're making up big orders, there inevitably are extras. (And at a certain point, there's only much tea and coffee David and I can humanly drink.) Why not toss in something sweet?
Congratulations Patricia from DellCoveSpices! Your name has been drawn for my next Etsy shop review
DeleteWonderful post! I'm just beginning my shop so I'm still working out what I'll do for that extra something, but so far I've included a little gift with each one as a thank you.
ReplyDelete