The Difference Between Surprise and Delight and Just Delight | By Shep Hyken - Knowledge Center - HSMAI
Hospitality Sales and Marketing Association International
Hospitality Sales and Marketing Association International
 
Hospitality Sales and Marketing Association International
The Difference Between Surprise and Delight and Just Delight | By Shep Hyken
members only content

The concept behind surprise and delight is to surprise the customer with a level of experience that they weren't expecting. Obviously, it should be a positive experience. Otherwise, the concept would be called surprise and disappoint. Nobody wants that!

Please log in to see the full content.







HSMAI ROC 2019

Notice

By continuing to browse this website, you accept cookies which are used to offer a personalized experience on our website, generate statistics and realize advertising or social network tracking. Find out more about our Privacy & Cookie policy.