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With all of the extra traffic your location is bound to see between Black Friday and New Years Day, you owe it to yourself to find ways to surprise and delight your holiday guests! For starters, [...]

For anyone who’s ridden an airplane lately, you are likely familiar with the ins and out (and ups and downs) of air travel. Travel is affected by so many factors that are out of anyone’s [...]

Here on LSMGuide.com, we often talk about how various marketing activities are great examples of “surprise and delight” experiences. But, what does that really mean? Shouldn’t [...]

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 taking a [...]

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, you stop “seeing” all [...]

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, customers [...]