Surprising a customer with birthday cake
Insurance company, Lemonade, sent a personalised birthday email to loyal customer, Andrew.
Andrew was touched and thanked them on Twitter:
Lemonade then followed up with an actual birthday cake sent to Andrew's workplace:
And once again, Andrew thanked them on Twitter.
It's fair to say Andrew's now a fan for life, but what often goes unnoticed is the 2nd order benefits of delighting your customers:
• Andrew’s Twitter followers now think Lemonade is awesome
• Andrew’s co-workers, who all enjoyed a slice of cake, now think Lemonade is awesome
One delicious birthday cake. Hundreds of new fans.
That's the power of delighting individual customers.
Hattip to Matthew Kobach's Twitter where I got this one from.
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