How do we leave customers with an awesome feeling?

So I’m spending some time with my invoicing system -- not my most favorite thing to do, though I do appreciate the simplicity of FreshBooks -- and I get stuck. I’m not sure if it’s a user experience problem or a me problem. I contact customer service via an online form. The next day, I get an email from Grace, explaining that what I wanted to do wasn’t a core function, but there was an easy work-around. The email came from an “info@” address, and though I was sure it would go into a folder somewhere on some server, I replied, “Thanks, Grace. You’re awesome.” Shockingly, I got a quick reply. “You’re awesomer. If that’s a word.” That made me smile. And gave me more confidence all my future questions would be answered. And got me thinking ...

How Can Businesses Leave Customers With an Awesomer Feeling?

I carefully consider user experience when crafting a digital content strategy -- the meet and greet, the clear comprehension, the overall feeling of the brand and story, the different ways to get someone to stick around and play. But I haven’t spent enough time with a customer’s moment of leaving. Then at a USD presentation the other day, speaker Gary Adamson told the story of the Steinway sales experience: After every piano is sold, Steinway throws a party at the buyer’s house, complete with appetizers and an incredible pianist. Of course, they sell more pianos. But they also leave their customers feeling awesome about their purchase. How can we do this too? Let’s see ...

• Send a thank you note. Include a sentence about why you appreciate their business.
• Feature a customer of the month.
• Thank a customer in a blog for something learned. Link to them.
• Call and ask for feedback about their experience.
• Follow up a month after the purchase and ask how it’s going.
• Follow your clients on Twitter and retweet them.
• Tell them they're awesome.

That’s a short list. Has a company treated your exit exceptionally? Or does your company do something fabulous? I want to hear about it. Because you are awesome. Thanks for visiting, and happy, happy new year.