069: Surprise and Delight Customers to Earn Loyalty - Delta Airlines Case Study

What human being doesn't love a delightful surprise? An unexpected and positive brand experience can create memories that last a lifetime. It's not the status quo of life and business that we remember and want to shout from a mountain top and tell our friends and colleagues about it.   Why is it so many brands focus only on status quo? I really do wish more brands would choose to delight me and give me something more than what I expect and what all of their competitors deliver.  Brand leaders...