Most people start businesses because they have a valuable product or service to sell to people who need it and will pay for it. And that's a good thing. But while each business starts with a single sale, the only way a business thrives in the long term is when the same people return to purchase from that business on a repeat basis. This means that, not only must a business offer customers a quality product or service, it must also offer an experience. That's why it's important for you to go beyond the expected to offer the unexpected. And it's not that hard to do.
For example, at Manor Hall Soap Company, CEO Susan Mann not only offers fine handmade soap. She also offers you the Manor Hall "Around the World in 4 Ounces" page, a gallery of photographs of her soap in locations around the world. From Boston to Dublin, you can enjoy a mini-vacation when you click on the photos showing off Susan's well traveled soap. The experience is continued at Susan's blog where one of the categories showcases a little story behind each photo. This is a fun way for Susan to bring the Manor Hall brand to life. It's a conversation starter that connects a simple bar of soap with dozens of little experiences all over the world.
As Susan says at her blog, "Now that's four continents, seven countries, nine states and Puerto Rico. Where are you taking your Manor Hall soap today?" In fact, I just noticed that there are no pictures of Susan's soap in North Carolina, so I just bought several bars of her Twist of Lemongrass soap. I plan to take pictures and send the to Susan. I hope she'll consider my pictures for her photo gallery. It just might be the closest I ever get to Dublin!
Question: What simple things do you do to give your customers an experience?
