How do you create surprises for your customers? Sean DSouza provides an example at his blog. When he sells a certain training program, he includes a $3 Kiwi Fruit Chocolate bar. And what do customers buzz about? The gourmet chocolate bar, of course.
This example brings up a fundamental point about the experience economy. You have to absolutely make sure that the underlying product you provide is rock solid. For as Sean points out, you can't sugar coat poor service or sloppy products.
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