🔴 Watch the Full Be Locally Loved Conversation:
🎧 Listen to the Full Be Locally Loved Conversation: https://open.spotify.com/episode/7xYXE0NxbdDFsWq1GAHA9k?si=pkOSfQu2SsOzhjoIDuuNKw
How to Create Memorable Customer Experiences
Most businesses are focused on getting the sale. But what happens after someone says yes?
That moment can be just as important.
When someone becomes a new client, they may be excited—but they can also feel uncertain. They may be wondering what happens next, whether they made the right decision, and how difficult the process will be.
That's why I believe businesses should stop settling for "fine" and start intentionally creating magic moments—small experiences that rise above the ordinary and make people feel noticed, guided, and valued.
One of the ideas that really shaped how I think about this comes from The Power of Moments by Chip and Dan Heath. The book describes four elements of memorable moments, and three came up strongly in our conversation: elevation, insight, and pride.
1. Elevation: Make the Ordinary Extraordinary
Elevation means taking an ordinary moment and making it feel special.
Disney does this beautifully. Think about the fireworks at the Magic Kingdom and the unexpected moment when Tinker Bell flies across the park. It's not something visitors simply expect to happen. It creates surprise, excitement, and delight.
But you don't need a Disney-sized budget to create elevation.
It could be a handwritten note.
A surprise upgrade.
A personal welcome.
The question I want every business owner to ask is:
Where are we tolerating "just fine," and how could we make that experience unforgettable?
2. Insight: Help Your Customer See Things Differently
Insight is an "aha" moment—a realization that changes how someone sees a situation.
One of the best ways to create this for customers is to guide them through what happens next.
I often think of the customer as standing on one side of a river while your business is on the other. To you, crossing the river may seem easy. To your customer, it may feel overwhelming.
Your job is to build stepping stones.
Instead of saying, "Here's everything we offer," say:
"Here are the three simple steps."
Give them a clear path forward.
In my own marketing consulting business, that might mean booking a consultation, identifying their biggest marketing challenge, and then giving them a few practical things they can do to start gaining traction.
When customers know what happens next, uncertainty decreases.
3. Pride: Help People Feel Seen
The third idea is pride—creating moments where people feel acknowledged, recognized, and proud.
Think about how Disney celebrates milestones such as a child's first birthday or first trip. Those moments make people feel special.
Your business can do the same.
Celebrate your customers.
Recognize milestones.
Acknowledge their progress.
Make them feel like more than a transaction.
What Can You Do This Week?
You don't have to reinvent your entire customer experience.
Start by asking:
What ordinary moment could we elevate?
Where is our customer confused about what happens next?
How can we make them feel recognized?
What simple surprise would make them feel valued?
You don't have to create magic alone, either. Sometimes the best ideas come from partnering with someone whose strengths are different from yours.
The goal isn't to make every moment extravagant.
It's to make the moments that matter intentional.
Because when people feel noticed, guided, and valued, they don't just remember what your business did.
They remember how you made them feel.
