Customer Experience Branding: Driving Engagement Through Surprise and Innovation

by Thomas Gad

Surprise and delight is a customer service tactic used by brands to ensure customer loyalty, such as MasterCard s Priceless Surprises campaign, which rewarded uses with unexpected gifts. The challenge for brands is to keep creating these incentives that are continually innovative and attention retaining. On the other hand, surprise can also work the other way, such as when a brand's product gets unexpectedly adopted/used by a large group of people...

• Format: Paperback
• Language: English
• ISBN: 0749477504
• ISBN13: 9780749477509
• Release Date: September 2016
• Publisher: Kogan Page
• Length: 192 Pages
• Weight: 0.70 lbs.
• Dimensions: 0.4" x 6.1" x 9.3"