How do you create a buying experience that gets the customer talking?

Have you ever bought from a store or restaurant and walked out feeling like you wanted to tell everyone? It's not just the quality, it's the whole “experience.”

In this article, we will discuss in detail:

• The difference between selling and trying

• How do you get a customer to talk about you?

• Stages of the influential purchasing experience

• 10 elements that create an unforgettable experience

• Real-life and commercial examples

• Steps to apply this in your project

The difference between “buy” and “try”

People don't talk about "what they bought", but about:

• How they were received

• How did they feel?

• How they were surprised by a nice moment

• Or how a problem was solved in an exceptional way

Therefore, Successful brands don't sell products...they sell experiences.

Why is experience more important than price?

• The product can be imitated

• Price can be reduced

• but The unique and unforgettable experience

Good experience creates:

✅ Repeat purchase✅ Recommendation to others✅ Free content from customers✅ Loyalty unaffected by competitors

Stages of the purchasing experience

Any experiment goes through 3 basic stages:

stage

What does it include?

Examples

before purchasing

First impression, attraction, interaction

Response method, first reception, announcements

During purchase

Dealing, persuading, pushing

Employee style, comfort, speed

After purchase

Follow-up, evaluation, and support

A thank you note, a solution to a problem, a surprise gift

Every stage leaves a mark...but The effect accumulates if the experience is integrated.

10 elements that create a buying experience that customers will talk about

✅ 1. Welcome and respect

Whether the customer is visiting your store physically or communicating via phone or text... Reception makes the first impression.

🎯 The customer wants to feel important. Not to be treated as a number.

• Greet him with a smile (or nice language in messages)

• Use his name if possible

• Don't ignore him or make him feel pushy

• Be patient and caring

💬 Example of messages: “Hello, Mr. Khaled, we are pleased that you are communicating with us! How can we serve you today?”

✅ 2. Easy access to information

The client does not like to search a lot for:

• Prices

• Product details

• the site

• Payment methods

• Delivery or pickup time

🎯 Make everything clear and available from the first moment.

💡 Use:

• PDF catalog

• Instagram highlights

• Price list clearly posted

• Organized automatic replies in WhatsApp

✅ 3. Quick response to inquiries

Every minute you wait reduces the probability of completing an order.

✅ Fastest response = highest conversion rate.

💡 Have templates ready for frequently asked questions:

• "Business times?"

• "How do I order?"

• “Is there delivery?”

• "payment method?"

🎯 And use tools like WhatsApp Business for smart auto-replies.

✅ 4. Professionally format and package the product

The customer doesn't just buy the product; Buys the visual and tactile experience.

• Box shape

• Packaging quality

• Simple details like a stylish poster or thank you card

💡 Good packaging makes the customer feel that you care... and that what he bought has a high value.

🎁 “Packaging = silent marketing”

✅ 5. Attention to small details

It's the little things that make the difference:

• Write the customer's name on the order

• Send a confirmation message after purchase

• Reminder of the appointment or delivery time

• Add a symbolic gift without advertising

💡 The customer does not forget who cares for him in this way.

✅ 6. Clarity and transparency

The client appreciates you being honest with him more than unrealistic attempts to impress.

✅ Be clear about:

• Expected delivery time

• Exchange and return policy

• Terms of offers and discounts

• Existing product and missing product

💬 “Your order will be delivered, God willing, within 3 days, and if it is delayed, we will inform you as soon as possible.”

✅ 7. Easy and smooth receiving experience

If the purchasing experience was excellent, but the delivery was complicated… the final impression will be negative.

🎯 Take care of:

• Delivery on time

• The representative's name is clear

• The packaging is safe and clean

• Confirm receipt with a nice message or call

✅ 8. Follow up after purchase

The customer doesn't expect you to communicate after the purchase...so if you do, they will be positively surprised.

💬 Examples to follow:

• "How was your experience with us? We would love to hear your opinion"

• “Did your order reach you as expected?”

• "We thank you for your trust in us! This is a discount coupon for your next order."

🎯 This follow-up builds a long-term relationship... not just one sale.

✅ 9. Interact with customer reviews

Client notices: Do you respond to people? Do you care about their opinion?

✅ Responding to reviews (on Google or Instagram) gives the impression of professionalism.

❌ Ignoring reviews = implicit message that you don't care.

💡 Even a negative evaluation... you can turn it into an improvement opportunity if you deal with it intelligently.

✅ 10. The element of surprise!

Can you add a touch the client wouldn't expect?

🎁 Simple ideas:

• Thank you card written with name

• Funny sticker or nice wisdom

• Free sample of another product

• Secret coupon inside the box

💡 These surprises create an experience that the customer loves to share with others.

How do you apply these elements to your store?

Start gradually:

1. Train employees on how to receive and respond

2. Add simple touches to the packaging

3. Write ready-made texts for responses and follow-ups

4. Identify 3 weaknesses in your current buying experience and start fixing them

5. Collect real reviews and start interacting with them.

☕ Local coffee shop:

Send a free mug to a customer who left a negative review with a handwritten apology.

📌 Result: The customer posted the photo and said, “I didn’t expect it to get this much attention!” and he turned into a permanent customer.

🛍️ Clothing store:

He placed a small card on which it was written:

📌 Result: Customers started sharing cards on Instagram without asking.

📦 Online store:

Send the product in elegant packaging + a small piece of chocolate + a special discount code in the customer’s name.

📌 Result: More than 60% of customers shared the photo on their accounts.

How do you get a customer to talk about you?

✅ Make the experience worth sharing

Don't ask him to participate...but make the experience engaging for conversation.

✅ Offer something “unexpected”

People talk about surprises, not routine.

✅ Use simplicity

You do not need large costs, but smart ideas.

✅ Motivate engagement

For example: “Share your experience and get a discount/gift on your next visit.”

Tools to help you improve your purchasing experience

Tool

Purpose

comments

Quick satisfaction survey

Measure instant satisfaction

It can be paper or electronic

Internal feedback camera

Performance evaluation and handling

for employees and their training

Thank you cards

Strengthen the relationship after purchase

Can be customized for each customer

Loyalty programs

Stimulate repetition

Points - cash back - promotions

Customer feedback system

Analysis of suggestions and complaints

Gives you free ideas

Practical steps to build a distinctive experience in your project

1. Draw a customer journey map How does he recognize you? How does he communicate? What are friction points?

2. Test yourself Try asking as if you were a customer...what did you notice?

3. Ask customers directly “What do you like the most?” “What would you like us to change?”

4. Train your team well Do not rely on good intentions... Experience is created with clear training

5. Start with the small details First look - first word - first touch

6. Follow up after the sale Don't let the relationship end with just payment

Frequently asked questions

❓Is experience more important than product quality?

Quality is key, but the experience is what makes a customer He talks about you Good product without trial... bought only once.

❓Is the experience expensive?

Not necessarily. Sometimes a thank you card or a kind word makes a bigger difference than an advertisement for 1000 riyals.

❓How do I measure “experience”?

• Number of returning customers

• Number of posts on social media

• Rating rate

• Level of post-purchase interaction

Summary

The purchasing experience is the number one factor that makes a customer:

• Come back again

• He talks about you to others

• He defends you even if you make a mistake

• It prefers you over your cheapest competitors

Don't just sell a good product. Create an experience that makes the customer say: "You must experience the place for yourself!"

Start with one step today: Choose one moment in your purchasing journey, and add a special touch to it.

Related reading

• How do you create a digital communication experience for customers inside the store?

• How do you create an unforgettable experience for your customer inside the store?

• How to reduce agency dependency without losing what works

• How do you make customers market to you automatically?

• How do you get a customer to recommend your store to his friends?