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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