We often find that our unforgettable experiences can shape us as dramatically as our more challenging ones. But how do we separate unforgettable experiences from good experiences? In some cases, there are tiny details that transform them, while other times it may be a last-minute decision that leads to positive change.
Step Off Main Street, Find Real Character
For me, the difference comes from choosing to explore on foot and step just one block off the main street. Shopping, dining, and spending time where locals go in small towns, hidden gems, and historical sites reveals the real character of a place. Those simple choices turn pretty scenery into an experience that feels truly immersive.
Jessica James, CEO, Past Lane Travels
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Let Surprise Drive Unforgettable, Expectation-Free Moments
It’s probably quite a personal choice and hard to generalise. But, for me spontaneity is key: unforgettable experiences involve an element of surprise leading to things like laughter, learning or making a connection with new people. Perhaps a lack of expectation is key. When an experience has been tightly organised and much anticipated it can be hard for reality to match expectation. Spontaneity makes for an unforgettable experience.
Liz Kolb, MD & Co-Founder, Axion Now
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Anticipate Needs and Personalize to Inspire Learners
I have worked as the Vice President and Lead Clinical Director of the Texas Academy of Medical Aesthetics over the years, assisting medical professionals in gaining confidence and succeeding in aesthetic procedures. In my case, the distinction between an enjoyable experience and an experience that I will remember is in the nuances of the experience. This may be in preempting questions before their inquisition or even giving useful tips that are not found in the textbook. Re-contacting with a session of personalized instruction is a significant difference, too. It demonstrates to the learners that they are noticed, supported, and appreciated.
It is important to make the participants comfortable and competent. Being active and appreciating minor accomplishments will transform a regular meeting into a notable occasion. Memorable experiences make people be inspired and motivational. They leave empowered to put into practice what they have learnt. These subtle surprises produce a long-term effect and make the training really impressive.
Jennifer Adams, Vice President and Lead Clinical Educator, Texas Academy of Medical Aesthetics
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Call First; Win Trust With Proactive Updates
We run a business law firm and, unlike most of our competitors, we focus on customer experience. The things that really wow our clients are when we anticipate their needs and how they would like to be treated. In our world, the biggest function is proactive communication. A great simple rule is “Call the client to update them before they call us asking questions.”
Matthew Davis, Business Lawyer & Firm Owner, Davis Business Law
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Choose Presence, Foresee Needs, Earn Loyal Advocacy
Through my experiences, the biggest difference between an average experience and an unbelievable experience is whether the individual feels truly recognized and valued, rather than just handled efficiently or impressed.
One of the biggest takeaways many families have from their experiences at Legacy Online School is that their best moments do not come from features or technology; they come from moments of connection, consideration and understanding. For example, after class is over, a teacher reaches out and follows up, a support staff member remembers how the student learns best at home and provides resources accordingly, and parents receive answers to their questions before they even form the questions. Although each of these moments may seem small in comparison to the many other things happening in the organization, they each communicate an important message to the family being served: they’re valued and appreciated.
The main difference between unforgettable and forgettable experiences is the level of intentionality surrounding each experience. Good experiences align with what consumers expect, whereas unforgettable experiences anticipate consumer needs. Unforgettable experiences eliminate potential issues or frustrations before they develop and replace them with reassurance. In order to achieve this level of intentionality, it is necessary for every employee to be able to slow down long enough to listen to customers, even when working within large fast-growing organizations.
One of the guiding principles for our organization is to provide systems that deliver efficiency and the human aspect that lends an increased level of trust between customers and our organization. While processes may be automated within an organization, automating empathy is not possible. Customers can and will have the best experiences when they are able to blend the benefits afforded them through smart systems with the thoughtful judgment of the employees of the organization at the right time and place.
In a world obsessed with speed and optimization, the brands people remember are the ones that choose presence over polish. When families feel understood, supported, and respected, they don’t just stay. They advocate. And that’s what turns a good experience into one that lasts.
Vasilii Kiselev, CEO & Co-Founder, Legacy Online School
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Update Before They Ask, Build Deep Trust
Proactive communication makes the biggest difference. A quick update before a client asks or explaining the reason behind a decision builds trust. Those small moments are what customers remember long after delivery.
Hershel Glueck, CEO, Hero Time
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Help Before Asked, Prove You Pay Attention
The small stuff matters. A cloud provider called a week after we started, just to ask about questions I hadn’t even thought of. I didn’t need help right then, but I knew they were actually paying attention. That’s the move that makes me stick around. Helping people before they realize they need it, that works.
Branden Shortt, Founder & Product Advisor, The Informr
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Send Status First, Make Workflows Smoother for All
I started sending clients status updates before they had to ask. It changed everything. They told me it put them at ease, and I got fewer “just checking in” emails. Those simple updates made managing transactions smoother for everyone. Honestly, those little details are what matter. They can turn a standard working relationship into a better one.
Edward Piazza, President, Titan Funding
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Anticipate Guest Needs; Small Gestures Create Memories
Travel is all about the tiny details. A handwritten note, a quick reply to a panicked question. I once helped a family reroute their trip during a Maui rainstorm, and just being there for them became a memory they’ll never forget. Anticipating what a guest needs, giving them an insider tip, that’s what makes the difference. My advice? Always do that little bit extra. You never know which small gesture is the one that will stick with them.
Bryan Murphy, Owner, Hawaii’s Best Travel
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Remove Friction, Watch Adoption and Satisfaction Rise
We simplified our onboarding, just cutting a few clicks. Within weeks, user feedback and adoption jumped. We were floored. It makes you realize it’s not the big features people remember, but the small obstacles you remove. That’s what actually changes the whole experience.
Ralph Pieczonka, Director, Simple Is Good Inc
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Check in Early, Save Clients, Win Loyalty
The best client moments come from unexpected check-ins. I once called a client about a tax change they didn’t even know was coming. They avoided a huge penalty, and they’ve been with us ever since. Honestly, it’s the small stuff like that, catching a question before they have to ask it, that makes all the difference.
Ben Sztejka, Managing Director, Your Ecommerce Accountant
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Choose Small Joys to Make Days Memorable
In my experience, unforgettable moments come from small choices that create micro-moments of joy. I ask myself each day, “If I died today, would I have had a great day?” which leads to simple touches like sipping coffee from a mug with dancing monkeys, taking a morning walk in the mountains, or calling a friend during a busy day. Those details can turn a routine day into one you remember.
Laurel Robbins, Founder, Monkeys and Mountains Hiking Tours
About Our Contributor
Lindsey Flagg is a professional content creator with a passion for writing, music, and making the world a better place. She holds a B.A. in Communication from Purdue University and has over 12 years of experience in digital communications. In her free time, she enjoys language learning, reading, and discovering new music.
Have Your Say
- Which small gestures have made an experience memorable for you?
- How do you anticipate the needs of others in your work or life?
- Have you ever been pleasantly surprised by thoughtful attention?
Alignment with the UN SDGs
- SDG 8: Promote inclusive economic growth through improved service quality
- SDG 9: Foster innovation in business practices
- SDG 12: Encourage responsible and customer-focused business models
Note: The views and opinions expressed in the content provided on this page are those of the individual authors and do not necessarily reflect the official policy or position of any organizations mentioned. The information provided is for educational and informational purposes only and should not be interpreted as professional advice. Readers should consult with relevant experts or professionals for guidance specific to their circumstances. The examples used are for illustrative purposes and results may vary depending on various factors. Any external links provided are for convenience, and we do not endorse or take responsibility for the content, products, or services available through these links.
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