Insights With Trent Munday

Do you have a Surprise and Delight Strategy in place for 2020? If not, you really should. Malaysia's KLIA Airport had a great one in place. On two incoming flights, just a few days before Christmas, while the passengers were waiting for their luggage, the carousel filled up with individual presents for each and every passenger. Brilliant. Stuff like this makes a great impact because it isn't expected. The amplification factor is also significant as people will talk about it. You can even do a barter deal for giveaway.  Here's more about the Malaysia Airport story.. https://says.com/my/news/klia-passengers-waiting-to-collect-their-luggage-surprised-with-lavish-gifts-instead #surprise #delight #impact #customercare