The Two Words Every Business Wants Its Customers to Experience

On the second evening of our Interactions conference, attendees returned to their hotel room to find a personalized box of snacks, drinks, and other goodies. In fact, we assembled and hand delivered more than 1,300 of these boxes to more than three hotels in a night, each matched to a particular person based on survey data we collected.

Our aim was to deliver the perfect experience, just as our attendees work to do every day for their customers. And we tried to do it with a little surprise...

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