Posted on By Vincent Goh

10 Ways To Impress Your Customer

Impress Your Customer

How to Impress Your Customers and Build Lasting Relationships

In today’s competitive business landscape, customer satisfaction is no longer enough—you need to impress your customers to stand out. Vincent Goh, a renowned customer service expert, emphasizes that exceeding expectations is the key to loyalty, referrals, and long-term success.

In this guide, we’ll break down proven strategies to delight your customers, create memorable experiences, and turn them into brand advocates.

Why Impressing Customers Matters More Than Ever

Before diving into tactics, let’s understand why impressing customers is crucial:

  1. Higher Retention – Satisfied customers stay longer and spend more.

  2. Word-of-Mouth Marketing – Impressed customers become free promoters.

  3. Competitive Edge – Exceptional service differentiates you in crowded markets.

  4. Increased Revenue – Loyal customers have a higher lifetime value.

According to a Harvard Business Review study, increasing customer retention by just 5% boosts profits by 25% to 95%.

10 Proven Ways to Impress Your Customers

1. Personalize the Experience

Customers don’t want to feel like just another number. Personalization builds emotional connections.

  • Use their name in conversations.

  • Remember preferences (e.g., “I recall you liked our X product last time”).

  • Send tailored recommendations based on past purchases.

Example: Amazon’s recommendation engine drives 35% of its sales by suggesting relevant products.

2. Exceed Expectations (The “Wow” Factor)

Vincent Goh highlights that going beyond the ordinary leaves a lasting impression.

  • Deliver before deadlines.

  • Include a small freebie (e.g., a handwritten thank-you note).

  • Surprise upgrades (e.g., a free room upgrade in hotels).

Case Study: Ritz-Carlton empowers employees to spend up to $2,000 per guest to resolve issues or create memorable moments.

3. Respond Faster Than Expected

Speed builds trust. A Forrester report found that 53% of customers will abandon a purchase if they can’t get quick answers.

  • Answer emails within 2 hours.

  • Offer 24/7 live chat support.

  • Use AI chatbots for instant responses.

4. Master the Art of Listening

Customers want to feel heard. Active listening helps you address their real needs.

  • Paraphrase their concerns (“So what I’m hearing is…”).

  • Ask follow-up questions.

  • Avoid interrupting.

Pro Tip: Train your team in empathic listening techniques to improve satisfaction.

5. Solve Problems Proactively

Don’t wait for complaints—anticipate issues before they arise.

  • Monitor customer behavior (e.g., cart abandonment triggers follow-ups).

  • Send preemptive solutions (e.g., “We noticed your subscription is expiring—would you like to renew?”).

Example: Zappos once sent flowers to a customer who missed a return deadline—turning frustration into loyalty.

6. Show Genuine Appreciation

A simple “thank you” can strengthen relationships.

  • Send post-purchase thank-you emails.

  • Offer exclusive discounts for loyal customers.

  • Celebrate their milestones (e.g., birthdays, anniversaries).

7. Leverage Social Proof

Customers trust peers more than ads. Highlight testimonials, reviews, and case studies.

  • Feature user-generated content (UGC) on your website.

  • Encourage reviews with incentives (e.g., “Leave a review for a 10% discount”).

Stat: 92% of consumers read reviews before buying (BrightLocal).

8. Be Transparent & Honest

Trust is fragile—own mistakes and fix them fast.

  • Admit errors openly.

  • Explain how you’ll prevent future issues.

  • Compensate fairly (refunds, discounts, or freebies).

Example: When KFC ran out of chicken in the UK, they ran a humorous “FCK” apology ad, winning public sympathy.

9. Offer Unexpected Perks

Small gestures create big impressions.

  • Free shipping upgrades.

  • Exclusive early access to sales.

  • VIP customer lounges (e.g., Apple’s Genius Bar).

10. Follow Up After the Sale

Most companies stop engaging after a purchase—don’t be one of them.

  • Check in post-purchase (“How’s your product working?”).

  • Ask for feedback (shows you value their opinion).

  • Re-engage with helpful content (e.g., tutorials, tips).

Real-World Examples of Companies That Impress Customers

1. Disney’s Magical Service

Disney trains employees (“cast members”) to create magical moments, like giving free souvenirs to kids celebrating birthdays.

2. Nordstrom’s Legendary Returns Policy

Nordstrom once accepted a return of tires—even though they don’t sell tires—because the customer had the receipt.

3. Tesla’s Over-the-Air Fixes

Instead of requiring service visits, Tesla remotely updates software to improve performance—delighting customers.

Make Impressing Customers a Habit

As Vincent Goh emphasizes, customer service isn’t a department—it’s everyone’s job. By consistently exceeding expectations, personalizing interactions, and showing genuine care, you’ll turn customers into lifelong fans.

Action Steps:
✅ Audit your current customer experience.
✅ Train your team on these strategies.
✅ Start small—even a handwritten note can make a difference.