I’ve been a huge fan of Cirque du Soleil shows since 1998,…
It’s an oldie but a goodie; Dollar Shave Club’s hilarious video is the perfect example of using humor to turn something otherwise boring into an experience that makes your customer smile.
The video was released in 2012 and quickly went viral (24M views and counting) because of the creativity and humor that went into making it.
It was unexpected. It was playful. It was irreverent. And it worked.
In the summer of 2016, just four years after launching, Dollar Shave Club was purchased for $1 Billion. Yes, you read that correctly. One. Billion. Dollars. To be clear, Unilever wasn’t buying razor blades; it was buying the incredible customer relationships and loyal fanbase that Dollar Shave Club built, one blade at a time. This is what’s possible when you don’t hold back and embrace your company spirit in everything you do.
Because the customer experience bar is so low, no one really expects great service, much less service that makes them laugh and smile. Laughter creates a feeling of surprise and delight, something that may be missing in your customer’s day. If you can brighten their day and bring a smile to their face, they will appreciate you even more.
Every business has an opportunity to bring laughter to their customers’ lives somewhere in their customer journey. First, look for the obvious interaction points, the ones that happen with every customer. This could be a confirmation email, an instruction packet, or a follow-up call. Next, find ways to spruce up your touch points with surprise and delight. Try to make them laugh – or at the very least, bring a smile to their face. Finally, commit to revisiting these interactions on a regular basis (at least once every six months) to explore new ways to elicit happiness.
Where are the nooks and crannies of your business where you can create surprise and delight?
Last summer, I stumbled across a cool Kickstarter project called MagBelt. They bill themselves…