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2d • General discussion
Surprise & Delight Systems
Client retention is driven by emotion, not just contract terms.
Sending an unexpected, personalized physical gift or a handwritten thank-you card at a random milestone builds immense brand loyalty and prompts referrals.
- What is one unique, personalized detail about your top client's personal interests that you could use to customize a thank-you gift?
- How can you build a standard "Surprise and Delight" step directly into your project workflow?
Action Item: Order a small, thoughtful physical gift (like a favorite coffee blend or a book) to be sent directly to your best current client today.
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Surprise & Delight Systems
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