Customer delight is the new normal for every big brand


Once upon a time, business success simply depended on your brand being the cheapest in the market, or the biggest name. This is no longer the case. Customer delight is now key, and the experience you give to your audience has an incredible impact.


What is customer delight?


Customer delight is a human response full of positive emotions which can cause plenty of tangible benefits for your brand. Nevertheless, it’s not as common as you might think.

While customer satisfaction relies on meeting existing expectations, customer delight takes the customer experience to a whole new level, exceeding expectations and changing public perception of their brand. A company is nothing without customers, and their opinions can make or break your success. It’s key that these individuals feel cared for, listened to and treated well. 

Inkpact are experts in delivering customer delight

The many benefits of customer delight...

Customer delight boosts customer value
Customer delight is customer-centric in nature
Customer delight has strong positive influence
Customer delight will lead customer experience in 2020
Customer delight can create love for your brand
Customer delight can transform retention
Customer delight can be delivered every day of the year
Creating a customer delight marketing strategy

Creating a customer delight marketing strategy


Customer retention is often overlooked by marketing and sales, but it plays a crucial role for every business. When you consider that attracting a new customer costs five times as much as retaining an existing customer on average, it’s hardly rocket science. If your business is generating new leads but not caring for existing customers, the numbers just don’t add up.

When treated well, customers can also be your best advocates, championing your brand and sharing your values with a wider audience. Customer delight campaigns can often be contagious, and similar to friends talking to friends.

Handwritten notes are a great way to deliver customer delight. Far from the mass mailers we regularly receive in the post, these letters are personal, intimate and one-off. Their personalised nature shows a commitment of time, effort and thought. Crucially, they add a human touch to an increasingly anonymised and loveless marketing space.

Why delivering customer delight matters now more than ever


Brand loyalty is changing, and it’s becoming increasingly important to deliver customer delight. Thanks to social media platforms, online reviews and comparison sites, consumers from all around the world are able to talk to each other and compare experiences. As a result, audiences are becoming less dependent on brands, more willing to pursue a better deal and increasingly informed on all the options available to them.

Achieving customer delight hasn’t got any more difficult though – it’s just that individuals are less likely to stick around in its absence. Customers expect more from your brand, and it’s likely your competitors are already on their radar. Many individuals will be willing to change to a new supplier if they can offer something more – so it’s time to make the effort.

Why delivering customer delight matters now more than ever
How to deliver customer delight

How to deliver customer delight


Rather than asking what your customers can do for you, ask what you can do for your customers. Sending personalised emails and digital greetings cards is no longer enough to impress your customers, let alone delight them. Brands need to find new ways to capture their attention, appeal to their senses and deliver an offering they will actually appreciate.

Brands constantly strive for customer satisfaction, meeting expectations to keep their audiences satisfied and maintain the status quo. But what if, rather than satisfaction, brands instead worked towards customer delight, going beyond expectations and changing how an individual thinks about your brand?

Most importantly, you can’t buy love. Customer delight is all about going the extra mile, forging human connections and creating meaningful moments. It’s not a simple win, but the benefits are unimaginable if you get it right.

The challenges of customer delight


Being a forward thinking trendsetter can have its problems. Despite the amazing ways in which customer delight can benefit your business, sometimes it can be difficult to convince your team and get the go-ahead on a new project. 

For one thing, customer delight campaigns can often be resource-heavy, requiring a significant commitment of time and effort. It can be overwhelming to implement a handwritten campaign yourself, especially when it is new territory for your brand. Perhaps you can roll this out to your top 10 customers, but what about scalability?

Budgets can also be hard to win when colleagues want to be convinced of the return on investment. Customer care teams are consistently under pressure to perform, and retention targets aren't going to come easily. How can you prove that delighting customers can help to achieve core business goals?

The challenges of customer delight
How Inkpact can help

How Inkpact can help


In a nutshell, Inkpact delivers handwritten messages to help brands create personal moments and nurture human connections. With a variety of products available at almost any volume, we can scale our offering to fit any brand campaign requirements and budgets. Whether you need 20 or 20,000 handwritten notes, we can support your strategy and take care of all the sourcing, printing, scribing and quality assurance for you.

We’re able to deliver customer delight campaigns within as little time as 7 working days thanks to a flexible freelance community of scribes. We fondly refer to them as The Scribe Tribe, a diverse collection of creative humans who transform your typed copy into beautiful handwritten letters from home. As a result, we can achieve quick turnarounds and our scribes can earn while they parent, study or recover from illness.

What’s more, we use technology to enable this service at an unmatched scale and speed. It’s incredibly simple to create your first handwritten campaign with Inkpact. Our simple self-serve platform and CRM integrations make it possible for your brand to interact with us in whichever way best suits you. All you have to do is design your stationery, upload your recipients and type your personalised message, and we’ll do the rest.

Why you should use Inkpact


We want to make the world a more delightful place and inspire others to do the same. Operating undercover as a handwriting secretary, Inkpact has helped numerous household name brands to deliver customer delight to millions all around the world.

We've seen client success stories across every sector, with customers ranging from luxury retailers to major energy providers. Naturally, most of our customers prefer to stay a secret, but our case studies below show some of the incredible results they have seen.


Why you should use Inkpact
Download our free campaign brief template