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Provide Pleasant Surprises
Providing pleasant surprises presents a treasure trove of possibilities for companies and their employees to grab the attention of customers, pique their interest and curiosity, and stand out in a crowded marketplace. Surprise is an emotion whose function is to increase alertness and narrow focus. By challenging customers’ assumptions and violating their expectations, powerful, indelible memories are created.
The week before Christmas two years ago, I had a morning flight out of New York’s LaGuardia Airport. As I relaxed in the food court with a cup of coffee and a newspaper, I detected what appeared to be an elf approaching me. As I lowered my paper, I smiled to see a costumed entertainer who introduced herself as ...
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