When Zappos CEO Tony Hsieh talks about “surprise and delight,” he means creating instant conversations with brand loyalists and potential supporters via outstanding customer service.
And Zappos isn’t the only consumer brand surprising and delighting its fans.
Last Tuesday night, comedian Michael Ian Black – you might remember him from VH1′s I Love the… series or as guest-host of CBS’s The Late Late Show – pondered to his nearly 2 million Twitter followers, “Has anybody invented a laser that etches your face on a ham? It would be called LaserHam.”
The answer is yes.