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Surprise: /sə(r)ˈprīz/ noun: an unexpected or astonishing event, fact, or thing. Shock: /SHäk/ noun: a sudden upsetting event or experience. The difference in the definitions is slight, but [...]

Last week, we shared some of the ways that Southwest Airlines surprises and delights their customers, and how this has allowed them to build a loyal customer base. Today, we’re […]

Did you know that the human brain is wired to focus attention on things that are new or different? Think about it. If you drive the same route to work everyday, […]

It’s rare to hear the words “great customer service” and “airline” in the same sentence. Often, it’s the complete opposite. Travel is affected by so many [...]

When people have an unexpected positive experience (say, they receive a compliment from a stranger, or win a raffle prize), it’s likely to be one they remember. That being said, […]

Last week, we shared with you the mission behind Starbucks’ Global Month of Service, and noted that dedicating a certain month to your charity efforts could help you reach your fundraising [...]

As a company, Starbucks is committed to creating positive change in the communities their cafés serve. Year round, Starbucks employees dedicate time and energy to giving back to hundreds of […]