La Senza put the wraps on customer experience


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#898 in the Purple Goldfish Project is taken from a blog post by Jon Hammond @jonhammondtweet:

Here is an excerpt:

“In the Gulf Coast area of the United States especially around Louisiana, they have a tradition that has been around for hundreds of years. A ‘Lagniappe’ is a small unexpected gift added to a purchase in a gracious gesture that creates both warmth and surprise.

I have recently been reading Theo Paphitis’s book, ‘Enter the Dragon’ where he describes one of the key elements of La Senza’s (a lingerie retailer in the UK) success being down to the way purchases were treated. They didn’t just throw it into a bag. The item would be carefully wrapped in tissue, some beads added, then beautifully boxed and tied with a ribbon.


To me this is an excellent example of ‘Lagniappe’ in action.

OK, it no doubt costs a little more in packaging and time, but when you think about the benefits of how the customer feels when they walk out with something precious, it makes sound business sense.”

Marketing Lagniappe Takeaway: This is a classic ‘In the Bag / Out of Box’ example. Packaging and presentation are extremely important. The beads are a nice signature touch.

Today’s Lagniappe (a little something extra for good measure) – Here is a Christmas video from La Senza. Music to your ears and eyes:

Where is the lagniappe in your marketing? What’s Your Purple Goldfish?

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Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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