35 successful business owners shared their best strategies and tactics for creating customer experiences that surprise, delight and build loyalty. If you're looking to grow your business these insights give you a solid starting place for focusing one of the most important marketing strategies you'll ever have.

1. 35 Small Business Owners on How to
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2. Forget hustling hard and chasing shiny objects.
Focus on what you have today to get more
clients and customers tomorrow.

3. Creating experiences that surprise and delight your
customers is the most powerful marketing strategy
your business will ever execute on.

4. Why? Simple math:
It can cost 7 times more to acquire new customers
than to keep an existing one. (Kissmetrics)

5. Focus on surprise and delight to:
• Reduce your marketing spend
• Grow your business faster
• Build a reputation for delivering high quality
products or services

6. We invited 35+
successful small business owners
to share how they surprise and delight
their customers and clients.
Here’s what they had to say.

7. Crea%ng(a(client(experience(doesn't(have(
to(take(a(long(%me(or(a(lot(of(money.(
Small,(though=ul(gestures(o>en(make(a(
bigger(impression.(
Michelle Evans
BUSINESS COACH + MARKETING STRATEGIST

8. A(mistake(people(make(in(business((
in(general(is(thinking(too(much(about((
YBOBU.(Stop(wondering(what(you'll((
get(and(focus(on(what(you(can(give.((
How(can(you(be(of(service?((
Courtney Johnston
THE RULE BREAKER’S CLUB

9. When(I(say(I'm(there(for(you,(I(truly(mean(I(
am(THERE(for(YOU.(I'm(responsive(via(email,(
I(do(what(I(can(to(show(that(I(care,(and(I(think(
FORWARD.(I(create(more(of(a(partnership(
than(just(a(clientBbusiness(rela%onship.(
Kamila Gornia
DIGITAL MARKETING STRATEGIST

10. One(size(doesn't(fit(all.(Every(client(is(
unique(and(what(wows(them(is(different,(
too.(That's(why(understanding(what(
makes(them(%ck(and(what(delights(them(
is(part(of(my(job.(
Kimberly Riggins
INSTIGATOR AND BUSINESS CATALYST

11. Clients(love(feeling(like(there(are(boundaries(
put(into(place,(so(they(can(relax(knowing(
that(someone(else(is(in(charge(and(their(
needs(will(be(taken(care(of.(
Kathy Stowell
BLISS BEYOND NAPTIME

12. Every(single(
interac%on(maTers.(
Rebecca Tracey
THE UNCAGED LIFE

13. I(surprise(and(delight(clients(by(making(things(
seem(simple(and(accessible,(being(there(for(
them,(and(answering(whatever(liTle(ques%ons(
they(have(a>er(the(process(is(complete.(
Mindy Crary
CREATIVE MONEY

14. It's(not(about(you.(It's(about(them.(
It's(not(about(the(money.(It's(about(
coming(from(a(place(of(service(and(
over(delivering(to(the(max.(
Jenn Scalia
CONFIDENCE & BUSINESS COACH

15. I(provide(love(and(loyalty(by(being(brutally(
honest(with(people(because(they(need(that(
in(their(busy(lives.(They(want(to(know(that(
they(are(not(alone,(and(I(make(sure(they(
know(I'm(right(there(with(them.(
Shawn Fink
THE ABUNDANT MAMA PROJECT

16. Crea%ng(client(experiences(doesn't(
have(to(cost(a(lot(of(money.(You(
don't(have(to(give(extravagant(gi>s.(
You(need(to(show(that(they(maTer(
to(you(and(that(you're(listening.(
Michelle Mazur
COMMUNICATION REBEL

17. v
Like what you see?
You(can(grab(a(free(copy(of(
Surprise(&(Delight:(How(to(
Wow(Your(Clients(Every(
Single(Time(now.((
(
G e t Y o u r C o p y

18. Whatever(is(behind(your(paywall(beTer(outshine(
what's(in(front(of(it.(Bring(the(same(resources,(
aTen%on(to(detail,(and(energy(to(your(customer(
experience(as(you(do(your(marke%ng(campaign.(
You(can't(lose(when(you(do.(
Victoria Prozan
CREATIVE POWER COACH + VISUAL STORYTELLER

19. I(strive(not(just(to(meet(expecta%ons,(
but(to(beat(them.(Some%mes(that's(
turning(projects(around(much(faster(
than(the(client(expects.(Some%mes(
that's(providing(that(extra(touch.(
Jessica Mehring
HORIZON PEAK CONSULTING

20. The(details(make(all(the(difference,(AND(
people(remember(how(you(treat(them.(
You(can(and(should(design(each(touchB
point(with(your(clients.(
Marie Poulin
WE ARE OKI DOKI

21. I(like(to(send(handwriTen(notes(to(
my(clients(to(remind(them(to(never(
give(up(because(they(are(someone’s(
reason(to(smile.(
Holly Gillen
HOLLY G STUDIOS

22. Communica%on(is(the(name(of(the(
game.(The(biggest(thing(clients(care(
about(is(how(well(they're(being(treated(
and(how(smooth(the(process(is.(
Amanda Genther
DESIGNER + DIGITAL PRODUCT STRATEGIST

23. People(remember(how(you(make(them(feel,(
and(email(is(a(part(of(that.(Be(kind,(be(polite,(
and(remember(that(your(email(skills(make(a(
tremendous(impression.(
Ellen Ercolini
BUSINESS STRATEGIST

24. When(onboarding(clients,(they(want(
to(know(what(to(expect,(so(make(
expecta%ons(clear,(then(make(sure(
you(follow(through.(
Sara Wagers
VIRTUAL BIZ PARTNER

25. It's(so(easy(to(forget(to(just(step(into(
the(shoes(of(your(client( (I(think(
that's(the(biggest(key(to(crea%ng(a(
good(client(experience.(
Renee Jain
GoZen

26. Honor(your(client’s(%me.(I(love(providing(as(much(
informa%on(as(possible(up(front.(My(clients(know(
exactly(what(to(expect(and(where(they(can(find(
details(if(they(have(any(ques%ons.(
Val Geisler
CUSTOMER EXPERIENCE + SYSTEMS STRATEGIST

27. Client(experiences(are(about(crea%ng(a(
space(where(your(client(feels(cared(for(and(
taken(care(of.(Going(that(extra(mile(will(
make(them(loyal(and(happy(to(refer(you.(
Brigitte Theriault
WHITE APRON CHEF

28. The(best(way(to(create(love(and(
loyalty(is(to(create(and(deliver(a(
quality(product.(
Amy Dutton
AH HA CREATIVE

29. Want to
learn
how to
truly
surprise &
delight?""
The(free(Surprise(&(Delight:(
How(to(Wow(Your(Clients(
Every(Single(Time(guide(has(
you(covered.((
(
G e t Y o u r C o p y

30. We(focus(on(giving(and(delivering.(
We’re(always(looking(to(connect(
clients(with(resources(that(will(help(
them(grow(their(business.(
Sonaya Williams
THE SONAYA WILLIAMS GROUP

31. Your(client(experience(doesn't(end(with(the(
sale.(Follow(up(and(get(feedback(a>er(the(
sale(and(throughout(your(service(delivery(to(
ensure(the(customer(is(sa%sfied.(
Sandy Sidhu
ONLINE MARKETING STRATEGIST

32. ATen%on(is(a(form(of(currency.(
It's(about(listening(well(and(then(
taking(ac%on(on(what(you(hear.(
Jules Taggart
JULES TAGGART MARKETING STRATEGY

33. You(don't(have(to(be(perfect,(you(just(
have(to(care!(We(put(ourselves(in(our(
client’s(shoes(as(much(as(we(can(to(
create(the(best(possible(experience.(
Natalie MacNeil
SHE TAKES ON THE WORLD INC.

34. Some%mes,(just(picking(up(the(phone(and(
talking(to(a(customer(can(be(so(refreshing.(
It(builds(loyalty(once(they(connect(to(you(
as(a(person(and(not(just(a(brand.(
Natalie Eckdahl
SCHEDULEMAX.COM

35. If(we(can(do(something,(we(do(it( (even(if(it's(
slightly(out(of(scope.(We(aren't(afraid(to(roll(up(our(
sleeves,(and(I(think(we(delight(our(clients(with(
that,(especially(when(it(maTers.(
Brittany Becher
FOUNDATION AND FLOW

36. How(you(make(your(customers(
feel(is(directly(linked(to(your(
boTom(line.(Happy(customers(
make(selling(so(much(easier.(
Yasmine Khater
CHIEF FEARLESS SALES STRATEGIST

37. Once(someone(decides(to(become(a(client,(
what's(going(on(behind(the(scenes(is(what's(
most(important.(Working(with(you(should(
make(your(client's(lives(easier.(
Alaia Williams
AT THE HELM

38. My(best(work(has(come(not(
because(I(knew(all(the(answers,(
but(because(I(keep(listening(to(
my(clients(and(community.(
Racheal Cook
THE YOGIPRENEUR LLC

39. Connec%on(is(what(we(all(crave.(
Disconnec%on(is(what(we(all(fear.(
Tanya Geisler
LEADERSHIP COACH

40. In(this(day(and(age(of(email(and(
instant(everything,(nothing(
beats(a(handwriTen(note.(
Megan Flatt
BUSINESS STRATEGIST

41. Build(systems(to(help(with(client(work(and(
experience(so(that(the(small(tasks(don't(become(
your(main(focus.(That(way,(you(can(focus(on(the(real(
work(and(create(a(beTer(product(or(service.(
Dr. Kelly Edmonds
INSTRUCTIONAL DESIGNER

42. I(try(to(customize(everything(I(do(to(
my(clients,(since(all(of(them(have(
different(needs(and(personali%es.(
Andrea Travillian
SMART STEP, INC.

43. Assume(nothing.(It’s(too(easy(to(think(your(
client(knows(all(the(steps(in(the(process(and(
what’s(next.(But(they(hired(you(to(handle(it,(so(
don’t(leave(them(guessing.(There’s(truly(no(
subs%tute(for(clear(communica%on.(
Maggie Patterson
COMMUNICATIONS STRATEGIST

44. Surprise & Delight Can Be
Easier Than You Think
Click here to get your free copy of
Surprise(&(Delight:(How(to(Wow(Your(
Customers(Every(Single(Time(now.

45. This slideshare brought to you by
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