Moo Cards really knows how to make me smile. They recently did just that – by sending me some free stuff!

Right before Christmas, I received a small package from Moo. Odd, because I hadn’t ordered anything from them. What was in it? Some blank cards and envelopes. Designed by Rob Lowe (not the movie actor).

The note that came with the package said this: “Did you know you’re one of MOO’s best customers?” My best guess is that they thanked all their 2014 customers by sending stuff out to them.

Pretty nice of them. And sorta cool, too. I know I’m NOT one of their best customers. I’ve ordered some business cards from them – a couple of times. Nothing more!

And yet, the way they treat their customers – like you really are one of their best customers – is refreshing.

And makes me want to buy from them again.

So … do we work on delighting our customers? I’m not sure. If we work really hard at having the best, newest books in the library, or having the fastest internet, or setting up a new bookmobile stop … that’s not customer delight. That’s business as usual. Delight comes from something unexpected, and these types of things are something our customers expect. All good things – just not something that warrants customer delight.

If you really, truly worked harder in 2015 on delighting your customers – what three things would you focus on?

Hmm – I’ll have to think on that one myself.