How a Free Unexpected Gift Can Drastically Amplify Customer Experiences

We all love getting free gifts!

From coupons to samples, we don't even need a reason for the gift. It's an unexpected surprise that feels like luck has shined upon us. But when you offer a free unexpected gift with your service, you are not only giving your clients something they enjoy but also amplifying their overall experience and satisfaction.

In this post, let me show you how this simple idea can have a massive effect on the overall client experience drastically increasing your chances for good reviews, referrals, and repeat business.

Let me share a story.

The other day, I was shopping for a new pair of headphones on Amazon to replace a worn out pair.

I found a great option for about $10 and decided to purchase it. So I checked out and was on my way.

Today, the headphones arrived on my doorstep (gotta love the everyday Christmas experience of ordering stuff on amazon).

So, I tore open the bubble envelope, opened up the headphone box and to my surprise... I found a second pair of headphones in there and a cool little note that said:

We know times are tough and to brighten up your day we have added a free bonus gift for you!

Sincerely,
Alice ❤️

I was thrilled with this unexpected surprise. So thrilled, in fact, that I decided to write up this quick post about it because it was so cool and well done and a great object lesson for those of us in business.

(Also, I'm including the link to the headphones here in case you want to grab a pair and support this cool company).

Here are some of my takeaways that I think can be learned and applied in business.

This only worked because it was unannounced.

If it had been a pre-planned promotion or something, then the surprise factor would have been gone.

If this was a "bonus" that was talked about in the product listing, I mentally would have just factored it as part of what I was paying for.

In this case, since I made the decision that one pair of the headphones was worth the cost I spent - this extra pair really felt like a gift.

Now, while I was unaware that I'd be getting this extra pair - the company was definitely aware that this is part of their strategy.

If you'd like to implement this idea, I recommend thinking of some gifts you could offer in advance, but wait to actually tell your clients/customers until after they've already paid.

This doesn't fix a crappy product/service.

No amount of free surprise gifts is going to fix the problem of people not getting a great experience from their original purchase.

A free surprised gift should only be used to enhance an experience for maximum effect, rather than trying to fix a bad experience with bonuses.

To put it simply, you still have to make sure the bulk of your focus is on your primary product/service/offer.

Turn "You get what you pay for" into "You Get more than you Pay for"

When someone makes a purchase, at the bare minimum they expect to get what they paid for.

But when you provide a free unexpected gift, it's like giving them more than they paid for.

It's this feeling of getting MORE than you paid for that makes this work and makes it so exciting.

A little goes a long way

A free gift doesn't need to be massive or expensive.

It can be as simple as a thank you note, or an unexpected coupon.

Even if it's something small and inexpensive... that person will remember the gesture for a long time to come.

There are a few different "levers" you can pull to increase the perceived value.

The real world value of the gift itself.

This is the most obvious. If you include something that has obvious value, like a $50 gift card, people will be blown away.

You could do things like: Offering another product for free, offering gift cards, sending a follow up gift like flowers, or even sending them an Amazon package.

The value of what you send would likely be influenced by what they bought in the first place.

Increase perceived value with "personalization"

Something that is cheap but is incredibly personalized can actually have more of an impact than an expensive bonus gift.

This could be something like a handwritten note, a gift that matches something from that person's personality or interests, or a special photo that means something to them personally.

You can often get really creative and make something that seems like junk into an amazing personalized gift.

Blend the Two Ideas: Real World Value + Personalization

If you really want to take your free gifts perceived value to the next level, consider combining the personalization and real world value.

A lot of people are purchasing custom designs on sites like Etsy, which would be perfect for this application!

You can take handcrafted gifts and personalize them to really drive home the perceived value!

The customer will feel like they're not just getting a free item, but it's an exclusive gift that was made with their personality in mind.

It also provides the opportunity to take something of perceived low value (a simple pen) and turn it into something much more valuable (custom-designed pens).

Conclusion

Giving clients a free gift when they work with or buy from you can be an amazing way to amplify their experience, create opportunities for good reviews and referrals, and help them trust you for future business as well.

With these ideas in mind, what are some of the ways you can use free unannounced gifts to improve your business and customer relationships? Let me know in the comments!