Creating Passionate Users has a great post about creating user delight. Kathy details how unexpected context can create attention - and happiness. Like when a car dealer brings fresh baked cookies to your door, a week after you've purchased a car. Unexpected, memorable, and leaving you with a smile. This is a regular and fantastic trick for creative concepts too - like the cover to the Bryan Texas Water Company report, pictured above. A great read for anyone in customer service, sales, marketing, whatever - just read it. Thanks Eliza!
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