6 Ways to Have
Fun with the Customer Experience
by Michele McGovern
July 18, 2016
Good business doesnt have to be all business all
the time. In fact, the customer experience can benefit
from some funny business as well. More than half of
customers say humor resonates with them when they do
business with a company, a Nielsen poll found. Most
customers want to interact with you and have fun doing
But as you may have guessed, not every situation is
suitable for fun. Still, aside from situations that are
upsetting, frustrating, complex or confusing a
little fun can help improve the customer relationship.
Here are six ways to fit some fun into the customer
1. Make the Basic Funny
Many transactions are perfunctory. Customers log on, give
and request information and make transactions with every
company so why should yours be any different from
the basic approach? Because fun is memorable. For
instance, at Woofuu they dont just ask for
an email address and tell you how they use it, they
remind customers, Dont worry. This info is
sacred to us. We wont ever sell or abuse it.
And they remind you that your password is Like a
2. Make the Customer King
Use some humor to tell customers you think the world of
them. Photojojo sends customers a message after they sign
up for the company newsletter that tells them exactly how
happy they are to have a new follower. Dude, You
3. Own Your Mistakes
Mistakes happen. The little, innocuous kind like
linking to pages on your site that dont exist
can be fun too. At Kayak, when customers end up on
a page that no longer exists or is just acting up, they
arent given an Error 404. Instead, Kayak makes a
little fun of itself: Sorry, we could not find the
page. One of our genius programmers
mustve made a boo-boo. Its followed by
a frown emoticon.
4. Add a Kick to Your Blog
Many companies have blogs these days to educate, share
successes and give customers a platform to become engaged
with each other. You can use it to add a fun element to
the relationship as well. Wistia posts a year-end
rap up for customers that includes a recap of
product developments, office changes, employee trips,
dance lessons and company progress.
5. Have a Contest Like No Other
People love a little competition. Even a crazy one can
get them engaged maybe even more so than one that
awards T-shirts or extra loyalty rewards. Case in point:
Dwolla, a digital payment system startup, hosted a
contest for customers with a cow being the grand prize.
Whether customers wanted a cow (pig or rooster
also prizes) didnt matter as much as the smiles it
put on customers faces.
6. Let Personalities Shine
Most customer service reps have outgoing personalities
and professional attitudes. Thats a good
combination for knowing when to use proper humor that
makes a lasting impression. For example, heres an
exchange shared by Glenn Ross, an expert at allBusiness,
from a conversation he had with a service pro at Skil:
Ross: Ive lost my battery charger to a 12-volt
cordless drill, style # 2466. Can you tell me what a
replacement would cost me?
CSR: Yes sir, it would cost a bazillion dollars.
Ross: Well, I hope not. Can you give me a discount?
CSR: Let me see what I can do. (Several seconds pass as
she scrolled through screens.) Good news! I think I can
get you a sizeable discount. How does $17 sound,
including tax and shipping?
Ross: Well that sounds better than a bazillion dollars.
Ill take it.
CSR: How would you like to pay for that? We take Visa,
MasterCard, and Discover.
Ross: (Determined to even things) What, you wont
take my Starbucks gift card?
CSR: (She laughs.) Im sorry sir.