Around this time in 2010, I was super excited to watch the penultimate Harry Potter movie in theaters. Much to my delight and surprise, I received an invitation to a private screening from an unexpected host.
My insurance agent, Jackie Sclair, sent the invitation to all of her clients. The Statefarm office she runs had a good year, and she wanted to express her appreciation by renting out an entire theater on opening weekend.
Usually there’s some sort of catch when something seems too good to be true, but that’s not the case with Jackie. She spoke for maybe 15 seconds before the movie to again share her gratitude, and then we all enjoyed the movie and went home.
I have a terrible memory, but I’ll never forget this act of generosity. I don’t think a single one of Jackie’s clients was expecting this perk–we’re clients because Jackie is an excellent insurance agent, not because we might get to see a free movie on opening weekend.
Jackie’s quality of service has earned my loyalty regardless of Harry Potter, but this display of customer appreciation solidified it even more. I consider an unexpected event like this to be considerably more effective than a sale–yes, we all like to save money, but this is far more memorable.
I’m trying to find a parallel to a publisher like Stonemaier Games, but there are a few barriers to an event like the one Jackie hosted. Most of our customers aren’t local to St. Louis, and even if we’re only talking about Champions, that’s well over 6000 people. A virtual event is the only way to potentially engage all of them, and I just don’t think virtual events are as inherently memorable as in-person events. Though perhaps even virtual events can still make people feel special and appreciated. A well-run Kickstarter can have that effect.
Can you think of any unexpected, memorable, delightful perks you’ve received over the years that solidified your loyalty?
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13 Comments on “Harry Potter, Customer Appreciation, and Loyalty”
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In 2012, I attended Chris Guillebeau’s World Domination Summit in Portland. This was his third year holding the two day, 1000 person event and that year he was launching a new book. He kept hinting that to the audience that they should make sure to stay all the way to the end. In the final session, he talked through the importance of the community and that he wanted to give back. The title of his new book was The $100 Startup and to end the event, he gave every attendee an envelope with a $100 bill in it. Chris said we wanted to see what the community could do. It was an incredible moment to experience live.
Wow, that’s very generous of Chris to do! Very memorable for the attendees, I’m sure.
For this time of year, a branded advent calendar? The individual then doesn’t need to buy one, it’s a nice gesture and your brand is in prime position for all (most) of December
Thanks Josh! That’s an intriguing idea.
The IndieCade campaign threw a “backer’s ball” on Gather Town that I thought sounded like a lot of fun but I didn’t end up attending. I want to test that out and then maybe I’ll try it on a future campaign. https://gather.town/
That’s really cool! I haven’t heard of that platform before.
Maybe you can include a golden ticket inside 10 different games you sell. Invite the lucky recipients for a grand tour around your studio / factory. Then slowly pick off one of them at a time in an untimely factory-related mishap.
Then finally give your entire fortune away to the lucky last person remaining at the end.
I’ve thought about doing something like that (though not giving away the company or a studio tour, as I work from home). Ha ha…I’d like to avoid factory-related mishaps!
Manny Trembley solidified my loyalty to Dice Throne and supporting his art work. I already loved the game and so did my son. My son also loves to draw. We discovered the game in summer of 2019, and when my son posted his art on the Dice Throne community or chatted with Manny on his livestreams, Manny always encouraged my son and interacted with him.
When I went to Gen Con 2019, my son made a drawing for me to give Manny if I ran into him. I did get to meet Manny, he was excited to get my son’s drawing, and signed our Barbarian board with a personal message to my son. In a future art livestream, he told everyone about my son’s drawing and made his day. Our Barbarian board is now framed and hanging in our game room. I went all in on Wonderland’s War after learning about it due to Manny’s work with it and will forever support Dice Throne.
That’s wonderful, Carol! That makes me want to work with Manny. :)
He really is a fantastic artist and person. He’s inspired my son to want to be an illustrator. His livestreams and yours are the two I always try to catch. :)
Awaken Realms does this through giving extras in all their Kickstarters. I have a cute little dog tag for ISS vanguard that was given in the Etherfields Kickstarter. They have consistently given more than they promised which definitely engenders loyalty.
Customer Of The Day on your website.