Surprise and Delight: Best Practice for Great Customer Experience

By Win Salyards, Marketing Coordinator for Heinz Marketing
Generosity is one of our key values at Heinz Marketing.  We work to live that throughout our customer experience and engagements. We believe our clients are our partners and should be treated as such, and part of that is celebrating significant life events with them. I was recently asked to review our client gift process so we could better respond and scale.  Originally, my thought was to build a more procedural and systematic process—if, then—but as I dug into it I realized I was approaching it the wrong way, and I was going about it in a way I believe would have been a detriment to our internal culture.  I scrapped what I had put together and approached the task from the standpoint of “surprise and delight.”
Surprise and Delight
What does that mean?  That phrase has been floating around for almost a decade now,