In this episode, I’m answering a fantastic listener question from my guest expert Kirsty Fanton from episode 24, who asked:
"Who out there is using low-tech or no-tech ways to create a stellar experience for their clients, customers, or subscribers? I’m not just talking about sending a client gift — what else is happening beyond that?"
If you’ve ever wondered how to surprise and delight your customers without expensive tools or complicated tech, this one’s for you. We dive into creative, simple, and human-centred strategies that make your audience feel seen, valued, and excited to keep engaging with your business.
I’ll share my favourite out-of-the-box customer experience ideas, why small, intentional touches matter, and how you can start cultivating loyalty without leaning on big budgets or heavy automation.
What we cover:
The Power of Creativity – Why thinking outside the box helps you stand out in a noisy online space.
Personal Video Messages – How quick, personalised videos via tools like VideoAsk or Bonjoro can deepen trust and connection.
Surprise & Delight Without Spending Big – Creative, low-cost ways to add wow moments for clients and subscribers.
Loyalty Programs for Small Businesses – How to use simple systems (even inside your email platform!) to reward action-takers and engaged clients.
View the episode transcript here.
Check out the resources I mention (affiliate links):
Bonjoro (save 15% for the lifetime of your paid plan!)
Where to from here?
Find out how you can get my strategic customer experience brain on your brand here.
Grab the FREE State of the Customer online business industry report with first-hand findings, gaps & opportunities PLUS proven strategies to boost your customer experience. Download FREE here!
Join Retention Lab 🧪, the membership for savvy online business owners determined to grow their revenue, referrals and repeat business without more marketing. Join here!
Check out my favourite CX tools and resources here.
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