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.
Philadelphia-based Dietz & Watson, a national family owned and operated purveyor of premium deli meats and artisan cheeses, actually owns a meat laser.
Under the leadership of their marketing agency allen & gerritsen, Dietz & Watson, unbeknownst to Black, got to work literally lasering a portrait of his face onto a D&W ham (they must have been listening on social for the word “ham”).
Less than 24 hours after Black’s initial tweet, they presented the following meaty miracle:
— Dietz & Watson (@DietzandWatson) September 26, 2013
Michael Ian Black immediately retweeted the glorious ham portrait to his following.
What a ham.
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