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Let’s be honest: “Surprise and delight” sounds fluffy. Like something you slap into a strategy doc to make it sound whimsical… and then promptly ignore for something “more measurable.”
Here’s the truth. Surprise and delight isn’t about going viral. Instead, it’s about creating emotional retention – which are those sticky, loyalty-driving moments that customers can’t help but remember (and talk about).
Learn how to build an omnichannel customer service strategy that improves retention, boosts satisfaction, and delivers seamless CX at scale.
If your social experience feels flat or one-sided, it’s not your content, it’s your lack of social media customer experience.
