Nov 17, 2014
Adopt the Man in the Desert Philosophy
How Zappos Delivered WOW to the Golden House
idea 15:Be Flexible
Surprise & Delight
While Cracker Jack® was consistently popular since it was introduced in the late 1800s, its appeal increased dramatically in 1912, when a surprise could be
found in every package.
What naturally occurring opportunities are ripe for creating surprising experiences at
Edible Arrangements?
Deliver Happiness
Focus on Lifetime Happiness
CertifyHappines
s
= Complete Recovery
“Plus 1”
Own & Resolve
Apologize
Acknowledge
Don’t challenge the customer, respond to emotions, express empathy
Offered regardless of fault
Follow-through, work to resolve on the spot
Surprise and delight
StartStop
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