Chapter SevenYou Surprise Me with Stuff I Can't Imagine


No news travels faster or lasts longer than the story of a creative, well-executed surprise. Consider this one: During the 2013 holiday season, the Canada-based airline WestJet got into the Christmas spirit by offering a Santa video kiosk at a selected airport location. As with all Santas, this one asked children and adults what they wanted for Christmas. What the passengers didn't know was that WestJet was taking careful notes.

When passengers arrived at the baggage claim after their flight, ...

Get Your Customer Rules!: Delivering the Me2B Experiences That Today s Customers Demand now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.