{"id":25546,"date":"2023-02-04T15:21:41","date_gmt":"2023-02-04T15:21:41","guid":{"rendered":"https:\/\/userpilot.com\/blog\/how-to-wow-a-customer\/"},"modified":"2025-05-22T21:03:01","modified_gmt":"2025-05-22T21:03:01","slug":"how-to-wow-a-customer","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/how-to-wow-a-customer\/","title":{"rendered":"How to Wow a Customer and Win Their Loyalty [With Examples]"},"content":{"rendered":"

When it comes to customer retention<\/a>, figuring out how to wow a customer is crucial. After all, how can you expect to keep existing customers if you’re not able to meet (or exceed) customer expectations?<\/p>\n

In this article, we’re going to show you how optimizing the customer experience can create a more personal connection that leads to repeat customers!<\/p>\n

What is a \u201cwow\u201d experience in customer service?<\/h2>\n

WOW experiences occur when the customer experience exceeds user expectations. WOW experiences are often associated with exceptional customer service but can also apply to the customer experience in other contexts. When you wow your customers with the right strategies, you create a happier user base<\/a> and increase the odds of long-term customer success<\/a>.<\/p>\n

Why go the extra mile to wow customers<\/h2>\n

There are a few reasons why you should put in extra effort to wow your customers. First of all, it strengthens the relationship<\/a> between your brand and its customers. It makes customers feel like they’re engaging with small business owners that actually care about their success.<\/p>\n

In fact, excellent customer service is one of the best ways to increase customer loyalty<\/a> and retention<\/a>. This type of reciprocity<\/a> works because more customers will feel like spending money on your product or service if they’re satisfied with what you offered them.<\/p>\n

This rapport not only keeps customers happy but also provides a competitive advantage against other businesses that may be looking for ways to wow your customers. Efforts that wow your customers tend to have a large ROI since they can optimize your conversion rate and generate revenue.<\/p>\n

How to wow a customer in SaaS<\/h2>\n

There are 10 tried-and-tested ways to wow your customers and increase customer satisfaction<\/a>. Let’s take a closer look at each of these strategies and how they make customers feel in the sections below!<\/p>\n

1. Build rapport<\/h3>\n

Customer loyalty is just as emotional as it is transactional. When users see that you care about their problems, provide complete transparency around bug fixes, and are constantly over-delivering on their expectations, then they’ll begin to trust you.<\/p>\n

This trust and rapport can yield many benefits for your business whether it’s amazing stories shared on social media accounts, a positive review on your website, or word-of-mouth marketing that brings more people into your rewards program.<\/p>\n

To reap any of these benefits, you’ll need to dive deep to get a clear understanding of your customer’s motivations, needs<\/a>, jobs-to-be-done, and pain points<\/a> with the product. Once you have a clearer understanding, you’ll be better able to tailor customer experiences.<\/p>\n

Here are the four main types of customer pain points that your customer experiences should address:<\/p>\n

\"Four<\/picture><\/figure>\n

2. Resolve queries quickly<\/h3>\n

Nothing can put a bigger damper on the customer experience than slow support. A business that is able to respond quickly to customers will be able to keep the customer happy and prove that they intend to over-deliver on all fronts of the customer journey.<\/p>\n

This makes sense since fast (or even instant) responses to support queries make customers feel valued. You should also strive to offer support on holidays and after business hours<\/a> so customers have a positive experience regardless of what day it is.<\/p>\n

Having an agent pick up the phone on a Saturday at midnight will also serve as a pleasant surprise for customers who were half-expecting for no one to be available. Remember that good customer service<\/a> isn’t just about the response time but having the right answer.<\/p>\n

Answering quickly won’t do you much good if it takes your customer service team days to actually resolve the issue that the user is facing. Whether you’re a small business or a SaaS enterprise, be sure to streamline your support process and offer self-service options<\/a>.<\/p>\n

\"Userpilot<\/picture>
Userpilot\u2019s self-service knowledge base<\/a>.<\/figcaption><\/figure>\n

3. Be proactive<\/h3>\n

To further optimize the customer experience, you should anticipate issues and resolve them before they even arise. This is the difference between reactive versus proactive (patching existing issues before customers encounter them) support.<\/p>\n

Other approaches to proactive support<\/a> include adding in-app guidance to your product, creating educational resources for help centers, monitoring mentions on social media, and collecting data on features with the lowest adoption rates<\/a>.<\/p>\n

You may be hesitant to spend business capital on issues that customers aren’t facing yet, but these efforts will eventually bring rewards in the form of higher customer satisfaction<\/a>, lower churn rates<\/a>, and larger LTVs<\/a>.<\/p>\n

4. Make the first experience count<\/h3>\n

Long-term customer satisfaction trends are often set with some of the earliest interactions that a customer has with your business. Users are fast to form opinions on brands and slow to change them.<\/p>\n

That’s why you should make sure that your business’s first interaction with a customer starts off on the right foot. Bear in mind that a first impression doesn’t end at the sign-up page; it extends well into the onboarding process when they actually start using your SaaS product.<\/p>\n

Optimize the onboarding experience with relevant messaging and interactive elements<\/a> that pop up at the right moment. The easier it is for users to extract value from your product or service, the better their customer perception<\/a> will be in the long run.<\/p>\n

\"how<\/picture>
Kommunicate\u2019s interactive onboarding built with Userpilot<\/a>.<\/figcaption><\/figure>\n

Create mobile-first onboarding flows<\/a>, customizing welcome screens, carousels, and slideouts to deliver personalized messaging.<\/span><\/p>\n

5. Personalize the right elements<\/h3>\n

Even a little research will show you that there’s a disconnect between how personalized<\/a> business owners claim their customer experience is versus how their customers actually feel. In fact, Twilio’s State of Personalization 2021 report<\/a> found that 85% of brands believe they offer personalized customer experience while only 60% of consumers agree.<\/strong><\/p>\n

It’s impractical to personalize every touchpoint that a customer has with your business throughout the user journey<\/a>, so you need to strategically focus on the elements that matter the most.<\/p>\n

These include key details like the user’s name, in-app behavior, preferred communication channel, level of product\/industry knowledge, and job-to-be-done<\/a>. Addressing users by name and creating different flows for each behavioral segment<\/a> will give your product a personal touch.<\/p>\n

6. Gather feedback and act on it<\/h3>\n

Gathering, analyzing, and applying feedback is one of the best growth hacks whether you’re operating small businesses or expanding your SaaS empire worldwide. At a minimum, give your customers a means to express their opinions, concerns, or appreciation for the product.<\/p>\n

Even something as simple as a customer satisfaction survey<\/a> can show users that their success is your top priority, thus making them feel heard<\/a>. You won’t be able to act on every piece of feedback from customers but make sure you at least address<\/em> all concerns that come in.<\/p>\n

In a SaaS environment, in-app microsurveys<\/a> tend to be the most efficient feedback collection method<\/a> since they capture user insights as they occur<\/em> (through the use of contextual triggers).<\/p>\n

There are more ways to gather feedback for your business though. You could leverage your social media following through polls, blast email surveys on the most important dates of each year (e.g., annual renewal periods), create feedback forms on your website, or even register on dedicated customer feedback forums.<\/p>\n

Here’s an example of a simple in-app feedback survey from<\/a> Miro:<\/p>\n

\"Miro<\/picture><\/figure>\n

7. Offer the unexpected<\/h3>\n

Since the best way to wow customers is to exceed their expectations, offering unexpected value with your product or service is one of the easiest ways to do that.<\/p>\n

You could introduce a new feature that they didn’t know they needed, release an industry eBook, create video tutorials<\/a> on how to best use the product, or even give a free gift like a coupon code for their next renewal.<\/p>\n

Whenever you surprise customers, be on the lookout for upsell opportunities<\/a>. For instance, you might want to offer a coupon that provides an upgrade discount rather than a discount on their existing subscription tier.<\/p>\n

In another vein, you could request their email when sending the newly-released eBook so you’re able to reach them with your company newsletter. You could also tie in the previous strategy by adding feedback collection forms to your feature announcement<\/a> pop-ups.<\/p>\n

8. Thank your users<\/h3>\n

In addition to providing a better service than all the competing businesses out there, it’s also important to thank customers for choosing your company as their service provider.<\/p>\n

There’s an ever-growing number of SaaS tools out there so you should always express gratitude when consumers select your company specifically.<\/p>\n

A few ways to express your gratitude include:<\/p>\n