Find Your Lagniappe

Exceeding Expectations
Written By Jeff Toister

Marketing expert Stan Phelps wrote about the concept of a lagniappe in his book, The Purple Goldfish. 

Technically, "lagniappe" means a small gift given to a customer at the time of purchase. Phelps broadens this to mean an "unexpected surprise that’s thrown in for good measure to achieve product differentiation, drive retention, and promote word of mouth."

Here are just a few examples:

  • Customers at Jason's Deli can always treat themselves to free ice cream.
  • Any part under $1 is given away for free at Zane's cycles.
  • When you buy a suit at Men's Warehouse, you can always get it pressed for free.

So, what low cost and simple lagniappes will delight your customers?

Jeff Toister
Jeff Toister is passionate about helping companies improve customer service. He is the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.
www.servicefailurebook.com
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