The Difference Between “Surprise and Delight” and Just “Delight”

Good insight in this article about the use of a “surprise” during a customer experience. It can add or subtract, depending on the circumstances surrounding the customer experience. And remember: value is based on what the customer feels and perceives, not on what we think it is or should be… 

https://hyken.com/customer-service-3/difference-between-surprise-delight-and-just-delight/?inf_contact_key=039c3c87302c70a27354fbc93ff74103f651f238aa2edbb9c8b7cff03e0b16a0

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