CXps 2022: Surprise and Delight: Enhancing CX through Low Budget and Low Effort Gifting Initiatives

This session will provide three real-world examples of low-budget and low-effort gifting initiatives Bartlett & West undertook to enhance our client experience. First was a holiday donation email that “went viral” and earned an SMPS Kansas City 2019 Award of Excellent, Holiday Piece. Second was a 2021 client gifting and donation effort that worked so well, we saw an improvement to the company’s client feedback metrics (NPS). Lastly, we will discuss a few examples of gifting and virtual events for key clients in the “new normal.” Built into the session will be time for discussion and framing up attendees’ own gifting initiatives.