An article written by Walter in 1997 titled “What a Pleasant Surprise” is reproduced here. Walter remembers the Customer Value Creation.
The excitement of getting an unexpected gift will undoubtedly bring in lots of goodwill, which will work miracles for corporates. Most people like to receive something free, especially when they do not expect it. It comes as a pleasant surprise. Most people are also touched by a positive comment on their personality or their future. Marketers have always looked for ways and means in which to put these two "soft spots" to use, the Achilles’ heel, so to say, in the human psyche.
When you arrive at Bali in Indonesia anytime of the day or night, two young Balinese ladies greet you at the ...
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