A Personalized Customer Experience That Wowed Me


It finally happened! I’m now the proud owner of a Lomi composter. 🤩

As someone who’s always striving to reduce my carbon footprint, I’ve had my eye on this for a while! (Being an adult is weird, right? Who knew composters would be at the top of our wish lists? 😆)

If you’re unfamiliar with Lomi, they sell small composting appliances for your kitchen that transform almost anything you eat into nutrient-rich plant food — which helps reduce (or eliminate!) your family’s food waste.

Their website shares that a Lomi appliance can cut your garbage in half, eliminate bugs and odors in your kitchen, AND feed your lawn and garden. (Add to my cart now, please. 🛒)

Not gonna lie. From the hype I’ve been hearing, I expected to be wowed by this little appliance that makes a big impact. What I was not expecting when I got one was a personalized video from the company’s founder to land in my inbox! 🤯

This isn’t the first time I’ve received a quick video in an email from a business owner, but it’s definitely the first time I’ve received one from a company as large as Lomi or a business of this type.

This above-and-beyond touch to thank me, their new customer, truly blew me away!

Now, I’m sure the CEO of Lomi has a process for creating these short videos for his customers down to an art form. He probably knocks off dozens of them in a single sitting. 

However, as the human on the receiving end of one, I felt highly valued by this personalized customer experience.

What hits home for me from a CX perspective is the reminder that if larger, product-based companies can create personalized experiences for their customers, we can do this in the digital business world, too.

Does this mean you have to send every new client or customer a personalized video? Nope. 

You could, and I’m sure they would love it! However, there are plenty of ways to show your appreciation and create personalized experiences for your people that don’t cost you a lot of time or money.

And it’s these extra efforts to make people feel valued that create a lasting impression and have people sharing your business with everyone they know! 

BTW, have I told you about my new Lomi yet? 😉 You can totally get one of your own by CLICKING HERE. (Not an affiliate. Just a fan!)



As a business owner, the seemingly small, personalized experiences often make all the difference for our customers. Don’t overlook opportunities to go above and beyond to make your people feel appreciated and important to you.

P.S. If you want some more inspiration about the power of focusing on personalized customer experience, be sure to listen to the most recent episodes of the CX Legacy Podcast