Customer Appreciation Case Study
Proper Rate: Extending a Virtual Customer Appreciation Event Beyond the Zoom Call
During COVID-19, Proper Rate wanted a family-friendly customer appreciation event that could happen safely online while still giving clients something interactive to do together. Dale created a live virtual program, mailed balloon kits in advance, and provided follow-up instructional videos that gave Proper Rate another reason to stay in touch after the event.
The Event Need
Create Customer Appreciation Without an In-Person Gathering
Proper Rate’s VP of Mortgage Lending, Mike McNamara, wanted to host a customer appreciation event during COVID-19. Because the event needed to be virtual, the challenge was to create something families could enjoy from home without losing the interaction that made the event feel personal.
The program also needed to support Mike’s larger goal of maintaining strong customer relationships rather than functioning as a one-time online distraction.
The event needed to work in the moment — and still give Proper Rate something useful after the live program ended.
Dale’s Role
Turn a Video Call Into a Hands-On Family Experience
Dale created a 30-minute live virtual show presented through Zoom, followed by an additional 30 minutes of instruction in which attendees learned how to make five balloon figures.
Before the event, customized balloon kits were mailed to registered participants so families could follow along from home instead of only watching the screen.
Afterward, Dale supplied additional customized instructional videos showing how to recreate the balloon figures taught during the live presentation.
Value to the Event
The Experience Continued After the Live Event
The live show created the shared experience, but the mailed kits and follow-up videos gave Proper Rate additional ways to keep the event relevant after the Zoom session was over.
Family Participation
Attendees did more than watch. The instructional portion gave families a hands-on activity they could complete together from home.
Prepared in Advance
Customized balloon kits were mailed before the event so participants already had the materials needed for the interactive portion.
Extended Follow-Up
Additional instructional videos gave Proper Rate a reason to continue the event conversation after the live program ended.
The Result
A Customer Event That Created Follow-Up Weeks Later
The original case study describes families laughing together and interacting through the Zoom platform while Mike hosted the customer appreciation event.
More importantly from a business standpoint, Mike was pleased to learn that the program included customized follow-up videos. According to the original case study, he used those videos to continue client conversations and extend the dialogue for weeks after the event.