I recently ordered the most beautiful coffee table book from The River Creatives and I was in awe as I opened the package from the creator, Mikayla. She put so much thought and heart into every aspect of the customer experience from the messages, extras, and overall product quality mashaAllah and it go me thinking about how small businesses can delight their customers.

When I first started Momentora, I didn’t focus too much on the actual packaging aspect of my work, thinking the product does justice for itself but over time, I learned to shift my thinking and consider the customer experience from a different lens. Of course as with anything, the effort can fluctuate depending on the life season you are in but it’s worth thinking about this if you are in the small business world.

When it comes to delighting a customer, nothing beats a hand-written note. I have always loved when creators send a personal message with their product. I like to write a simple thank you note and I tape it onto the planner with a fun washi tape. You could also offer a reward or a mini-discount as an extra thank you so they may consider supporting you in the future.

Extras and freebies are a nice gesture as well. I had added stickers to come of my packages when I had them around but I don’t anymore as the time to create them was dwindling. I do however, like to add my desk art and tip card into my orders, which is a great way to help the customer understand more about your product and ease into it with confidence.

In my first job ever, I worked on the packaging end for Shea Terra Organics products and one of the ways they retained many of their customers was through mini-samples of new products. The samples were a great size so customers felt excited to try something new and purchase again.

When I first launched my undated planners, I also went the extra mile to package each planner with tissue and gold foil twine that my customers absolutely loved and shared with me, but when the orders started piling up, I wasn’t able to continue the same packaging. I still believe it was a fantastic way to introduce my product and receive feedback.

I hope a few of these ideas will help you in your work!

Till next time,

Asma