Toby Winch’s Post

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Head of Growth at Bower Collective | Running experiments to help lower CAC and grow LTV 🚀 | Writing about my journey to help other DTC eCommerce & subscription start-ups

You're hungry, waiting in line, and then... bam! This week, Eat a Pitta unveiled a fresh spot in Bath. (PS: Their food is a must-try!) Our team popped in for lunch. Waiting in line, something surprising happened: freshly cooked falafels were handed out. It may not boost immediate sales, but it adds joy to the experience. It leaves a lasting positive impression. This tiny gesture elevated the customer experience, proving that small things can make a big impact in DTC. And here's the kicker... The cost of goods sold for one falafel ball is tiny, showing that it's not always about big investments. Other examples include: Starbucks employees offering a free daily drink. Mindful Chef adding gifts from other DTC brands to their boxes. The famous Dishoom 'Matka': roll the dice, and if it lands on a '6', your bill is paid for. What other brands do you know that excel in these small but impactful gestures? #CustomerExperience #DTC #marketing

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Daphne Tideman

Scaling D2C Startups | £28K to £343K MRR in 18 months | Only Eco-friendly and Wellness D2C Startups | Author | Growth Waves Newsletter

6mo

Definitely love the idea of small gestures. I had it when testing Vitl they sent me a free pack of vitamin C too because it was winter. I think timely / rewarding existing customers is so powerful.

Robin Winch

Co-Founder @ Bennett Winch

6mo

Didn’t know the dishoom one, that’s class 🎲

Matt Sayer

Head of Sales (On & Off Trade) - Spirit Cartel

6mo

Some great examples I hadn’t heard of. The counter argument would be on the mindfulness chef example (huge fun of this brand) that I imagine a very high percentage of the free gifts are not wanted or not used. Why? They do not deliver on the instant elevated customer experience.

Aditi Kibe-Heal

Chief Growth Officer & Co-founder @ SIPGOOD | Water less boring | Ex-Unilever & Deloitte Digital

6mo

Pilpil used to do this with falafel too in London. It's a nicer equivalent of the beauty brand free sample/gift with purchase since it's unexpected and makes the waiting time more pleasant.

Lavinia Winch

YES Ambassador. The YES YES Company Ltd

6mo

A weird one I know, but Viking Direct used to pop a free gift in the order.

Michelle Veasey

🤖 AI Sales Transformation Expert | 25+ Years in Sales Innovation | Guiding Businesses to Success with AI-Enhanced Strategies I Outsourced/Fractional CMO I Founder at Growth Engine & The Crafty Fox 🦊

6mo

Elevating the customer experience with small gestures is truly meaningful!

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