Sometimes the smallest gesture makes the biggest impact. That’s why Customer Retention Strategy Number 8: The Surprise Upgrade is one of my favorites.
Why the Surprise Works
I’ve been a long-time customer of several companies simply because they surprised me with an upgrade at no extra charge. These are businesses that understand the value of retaining customers instead of constantly chasing new ones.
A surprise upgrade makes people feel special. It tells them, “We value your loyalty more than a quick profit.”
The Cost of Refusing to Adapt
On the other hand, I’ve walked away from companies that argued with me over small details. They had no desire to adjust pricing, offer a solution, or even try to keep me.
And here’s the kicker—these weren’t unknown businesses. They were well-known brands with long lists of customer complaints and abandoned accounts. They kept doing business like it was still the 1990s, and in today’s world, that mindset doesn’t work.
Why You Must Think Different
The modern customer expects more. They expect businesses to listen, to adapt, and to reward loyalty. Refusing to evolve isn’t just stubborn—it’s a recipe for customer churn.
That’s why empowering employees is so important. Give them the authority to surprise and upgrade customers when they see fit. Those small moments often save accounts that might otherwise be lost forever.
Lessons From My Gaming Company
In my gaming company, we never allow a customer to leave without trying to save them first. If an upgrade or adjustment is what it takes, we make it happen.
That’s one reason we’ve achieved a 98% customer retention rate. And we don’t just work to retain our customers—we also focus on helping them retain their customers. In gaming, that double duty is non-negotiable. It’s a big part of why we’re so successful.
Why The Surprise Upgrade Builds Retention
Upgrades trigger positive emotions. Customers feel valued, appreciated, and rewarded. That emotion translates into loyalty, and loyalty translates into revenue.
The surprise element is the key. When it’s unexpected, it’s memorable. And when it’s memorable, it’s shareable. Customers talk about those moments, and that word-of-mouth is worth far more than the cost of the upgrade itself.
Takeaway: Surprise to Save
Customer Retention Strategy Number 8 isn’t about giving everything away for free. It’s about showing your customers that their loyalty matters. Companies that embrace this approach thrive. Companies that refuse to adapt fade away.
Retention today requires creativity and connection. Surprise upgrades deliver both.
Ready to Keep Customers for Life?
I help companies keep customers for life by teaching strategies that actually work. From empowering employees to surprise and delight customers to creating unforgettable live experiences, I’ll show you how to retain more customers than ever before.
👉 Let’s talk about your next event.
