Ways to Create Memorable Client Experiences

WANT CUSTOMER DELIGHT? GO THE EXTRA INCH, NOT THE EXTRA MILE In a world where companies strive to “go the extra mile” for their customers, I propose a counterintuitive thought: You don’t need to go a mile. You just need to go an inch. The smallest, low-cost gestures can have a massive impact on customers, turning ordinary transactions into memorable experiences. The secret - search for the asymmetry between cost and impact. Going the extra inch requires minimal effort and often costs next to nothing. It could be a handwritten note, a smile, a gesture of personal recognition, a small act of kindness. But the effect on customers is profound. It creates emotional connections, fosters loyalty, and makes customers into advocates. The irony - while everyone is busy trying to “go the extra mile,” it is the extra inch that nets you miles of customer loyalty. THE I.N.C.H. FRAMEWORK To master the art of the extra inch, use this simple yet powerful framework: I – Identify Moments of Truth: Look for touchpoints where expectations are neutral or low. These are prime opportunities to surprise and delight. For instance, when I got my car serviced at the Lexus dealership, they washed and vacuumed the car and left a red carnation flower on the dash. I have told more than 10,000 people about the 50-cent carnation. How’s that for ROI? N – Notice the Little Things: Train employees to observe and remember small details about customers—preferences, moods, or special occasions. At the Oberoi Hotel in Mumbai, I asked for a memory foam pillow. Every time I stay there, they put a memory foam pillow on my bed. C – Customize the Experience: Personalize the interaction or gesture. Even the smallest customization can create a huge emotional impact. At Chewy, when a customer returned dog food after their pet passed away, they received a condolence card and flowers. It wasn’t about making a sale; it was about showing empathy. H – Humanize the Interaction: Move beyond scripted conversations. Authenticity and empathy resonate more than robotic efficiency. At Café Lucci, our favorite Italian restaurant in Chicago, the valet, the server, and the owner Bobby - all know us, know our kids, and always ask about the family. We are customers for life! In the race to “go the extra mile,” it’s easy to overlook the power of the extra inch. The secret to exceptional customer service isn’t grand gestures or expensive perks—it’s the tiny, thoughtful actions that leave a lasting impression. Going the extra inch is about mastering the art of the unexpected. It’s about creating emotional connections through small acts of kindness and thoughtfulness. So, the next time you think about how to delight a customer, remember: You don’t have to go the extra mile. Just go the extra inch. You will get miles of loyalty. #Marketing #CustomerExperience #Loyalty #Advocacy

A Lesson from a Birthday Voicemail: The Power of Authentic Connection in Sales Recently, I experienced a moment of pure joy and authenticity, one that resonates deeply with me a sales professional. On my birthday, a couple weeks ago, among the chorus of off-key family renditions in my voicemail, I received an unexpected message from a colleague, Precious L. Williams "Killer Pitch Master". She didn’t just wish me a happy birthday; she sang it! Precious, an outstanding speaker known for her insights into pitching and sales, exhibited a fearless, genuine spirit. This small, personal act encapsulated why she is so successful: she understands the importance of truly “SEEING” people. In an era where AI tools craft our emails and streamline client interactions, it's crucial we don’t lose the human touch. As sales professionals, our challenge is to genuinely connect with our clients, to see them not just as leads, but as individuals with unique values, missions, and stories. Here are three actionable ways to make our clients feel seen and valued: 1️⃣ Personalize Your Approach: Before hitting send on any email or LinkedIn message, take a moment to personalize it. Refer to a recent post or article they’ve written or acknowledge a career milestone. This shows you’ve done your homework and value their contributions. 2️⃣ Celebrate Their Successes: If your client achieves something noteworthy, be it professional or personal, acknowledge it. A simple congratulatory message can go a long way in building a stronger, more personal relationship. 3️⃣ Take a Risk with Creativity: Don’t shy away from doing something out of the ordinary. It could be as simple as sending a handwritten note or sharing a relevant article or book. These small, creative gestures can make a big impact in a digital world. Incorporating these tactics isn’t just about improving sales; it’s about building genuine, empathetic connections. As sales professionals, let’s strive to be more like Precious – fearless, authentic, and always ready to truly see the person behind the client. #SalesStrategy #Sales #AuthenticConnections #PersonalTouch #SalesSuccess

The #1 mistake I see in client relationships? (It took me years to learn this) Confusing contact with connection. Most professionals think staying “top of mind” means constant contact. So they: ❌ Send generic check-ins. ❌ Ask for meetings without clear value. ❌ Share the same articles everyone else does. Then wonder why response rates keep dropping. 20+ years in client relationships has taught me: The best way to stay memorable? Show up as someone who genuinely cares about them  (and their success). Instead of asking: ❌ “How do I stay visible?” Ask: ✅ “How do I show I care?” Here are my favorite 6 ways to show you care: 1. Spot Opportunities They Might Miss ↳ Share competitor moves and market shifts before  they hear it elsewhere. 2. Be Their Connector ↳ Introduce them to people who can help them grow. 3. Offer Insights They Can Use Immediately ↳ Send relevant research they can apply right now. 4. Celebrate Their Successes ↳ Spotlight their wins like they’re your own. 5. Invite Them Into Your World ↳ Include them in events and conversations that matter. 6. Check In With a Personal Touch ↳ Reach out with no agenda, just genuine care. Here’s the truth: Most people only show up when they want something. Top performers show up because they genuinely care. Because they know when someone’s ready to buy, they don’t research who’s available. They call those who’ve already proven they care. Agree? Disagree? I’d love to hear your take on it in the comments below. ♻️ Valuable? Repost to help someone in your network. 📌 Follow Mo Bunnell for client-growth strategies that don’t feel like selling. Want the full cheat sheet? Sign up here: https://lnkd.in/e3qRVJRf 

Our biggest client didn’t respond for 2 years. In 2019, we were working towards a project worth a significant amount. We had navigated the conversation for 5 years without a direct line of communication. We met at conferences, exchanged messages through mutual connections, but we couldn't get direct contact. Finally, we had a call with them, but then NO RESPONSE. It felt like 5 years of hard work went in vain. But, at Hexaview Technologies Inc., we don’t give up. 𝗦𝗼, 𝘄𝗵𝗮𝘁 𝗱𝗶𝗱 𝘄𝗲 𝗱𝗼? We took it as an opportunity to spread more positivity and add more value. For those two years of silence, we didn’t disappear. We stayed connected. We wished them happy birthdays, celebrated milestones like our 5th anniversary, and expressed gratitude whenever we received recognition. We kept them in the loop, not with pitches, but with genuine human touchpoints. 𝗧𝗵𝗲𝗻 𝗶𝘁 𝗵𝗮𝗽𝗽𝗲𝗻𝗲𝗱. After those two long years, they came to us. Not because we had the best pitch, but because we stayed relevant. We were on their radar, not as persistent salespeople but as a company that cared enough to stay in touch. That kind of RECALL VALUE is priceless. If we hadn't kept that connection alive, they might have struggled to even remember our names or find our contact details. 𝗧𝗵𝗲 𝗟𝗲𝘀𝘀𝗼𝗻? Never underestimate the power of consistent, positive engagement. You need to be memorable, not by being pushy, but by being present. So, if your client isn't responding, don't just sit back. Keep the connections alive, even when the other side is silent. Because sometimes, it’s not about the immediate result; it’s about being remembered when the time is right. And trust me, when they do remember, the impact can be game-changing for your business. Ankit Agarwal #Hexaview #saleslesson #clientengagement