Surprise & Delight…or Just Delight?
Perhaps you’ve heard of the concept of “Surprise & Delight” in customer service. But is it really such a good idea? I believe that the key focus should always be on delight. The time to surprise is when you can make a good situation even better, not trying to use a surprise to make up for an inconvenient experience. Ultimately, customers don’t want surprises; they want answers to their questions and solutions to their problems.