Surprised and Delighted: Customer Experience Worth Talking About

We’ve all got to eat; but I admit that  grocery shopping doesn’t rank high among the things I like to do.   I’m not enticed by weekly specials either, because they don’t make the experience any more enjoyable.  They just seem to make the stores more crowded.  I bet most of you feel the same way.


Edeka, Germany’s largest supermarket chain, apparently understands that customer experience transcends all languages and cultures. It speaks to everyone – and you don’t need to speak German to understand the message.  Watch and see how they chose to surprise and delight  their customers during the holiday season.


You’ll see that customer experience is meant to be shared.  By making their employees the instruments of the process, the joy and enthusiasm was contagious.


It was a gift for all involved.


It gave everyone a story to tell .


As for the company?  I can’t think of a better way to influence the kind of customer loyalty that builds memorable brands.


You don’t need to be a major brand to make a difference.  We all have the capacity to delight and surprise. As you can see, it doesn’t take much to make someone’s day.  Sometimes it’s just a new take on an old song.


Happy Christmas everyone!


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