My wife frequents a bakery that uses punch cards as a loyalty reward for its customers. After you accumulate five punches you get a ten percent discount on your order when you redeem a completed card. Recently she was at the bakery. When she was ready to check out with a larger order than usual, the cashier leaned over and whispered to my wife that she would double punch her card.
My wife was so thrilled that she called several friends just to speak about her unexpected experience. When I spoke to her that evening and she recounted the experience to me I asked her how she felt about the store gave the double stamp incident. She said that this random act has made her a customer of that store for life. Such a simple thing that was so unexpected created such goodwill that not only did my wife share the positive experience but in her own words is a customer for life.
What simple act of unexpected kindness can you do for your customer to create this level of delight?
