STEP 5.1: A CASE STUDY
Creates a Delightful Unboxing
Leo's launch was a success, and he sold out his first batch of 20 wallets! He's thrilled, but also realizes that his job isn't over when he makes a sale. It's time to build a system for growth.
The Challenge
How can Leo make the moment a customer receives his product feel as special as the product itself? He needs to design a post-purchase experience that feels premium and personal, turning a simple transaction into a memorable event.
The Action
Leo uses the 'Customer-Centric Growth' Flywheel as his guide, focusing on the 🎉 Delight phase to brainstorm ideas.
1. Map the "As-Is" Journey
Leo's current process is simple: put the wallet in a generic padded mailer and ship it. It's functional, but not special.
2. Brainstorm "Delight" Opportunities
- The Box: "Instead of a cheap mailer, I could use a sturdy, branded cardboard box. It would protect the product better and feel more premium."
- The Wrap: "What if I wrapped the wallet in custom-stamped tissue paper? It would add a layer of anticipation to the unboxing."
- The Note (New): "What if I included a small, handwritten thank-you note with each order, signed by me? It would make the customer feel seen and appreciated."
- The Follow-up (New): "Two weeks after delivery, I can send an automated email from my Etsy account asking how they're enjoying the wallet and requesting a review. This makes it easy to collect social proof."
The Outcome
By thinking through the 🎉 Delight phase, Leo designs a simple, repeatable unboxing experience that makes his customers feel special and encourages them to leave reviews. This is the start of his growth engine.
New Customer Journey: Customer Buys on Etsy → Wallet is shipped in a branded box with a handwritten note → [2 Weeks] Automated email asks for a review.