I’m always interested in small things that can delight a customer — especially when it costs little to do so. Such was the case at a restaurant in Barcelona where the bill for brunch came in a miniature egg carton with their sticker. Simple, easy, on-brand, and memorable. And so much nicer than leaving the check on the table or a generic plastic tray.

In his book about customer service, SAS Airlines president Jan Carlzon wrote about “Moments of Truth” — the dozens of interactions SAS staff had with customers and how each one was an opportunity to make an impact. The same is true for encounters where your organization can set itself apart by doing something unexpected.

Think about the many ways you touch your customers and hatch one idea into a memorable surprise.

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