Surprise and Delight

November 3, 2020 // Shep Hyken

Many businesses try to do a little something special to surprise their customer, when it’s possible. But if you’re going to do that, make sure that the surprise actually delights the customer, too! A surprise that doesn’t delight, or even inconveniences, the customer might be counted a good effort, but still not a great experience. So find ways to make sure that when you’re going above and beyond to surprise, you’re not introducing a problem into the situation!

Learn more in this week’s video:

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to hyken.com.