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
Didn’t know the dishoom one, that’s class 🎲
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.
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.
A weird one I know, but Viking Direct used to pop a free gift in the order.
Love it
Elevating the customer experience with small gestures is truly meaningful!
Scaling D2C Startups | £28K to £343K MRR in 18 months | Only Eco-friendly and Wellness D2C Startups | Author | Growth Waves Newsletter
6moDefinitely 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.