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my fedex order

Surprise and Delight: Two words that enable a memorable customer experience

Technology is an enabler. What is its hidden power when it comes to crafting a memorable customer experience?

Today more than ever, because of the rise of mass communication and customization, having a unique customer experience is a differentiator. Here’s how!

I recently purchased a new laptop directly from HP. Today, the process of buying online is commonplace. We all know the process: you buy, you get a receipt in your email, you then get a follow up receipt with the estimated time and a tracking code. With tracking code in hand, you get to see where your new toy is.

Knowing where your toy is and estimated time of delivery creates a sense of security, but also a sense of anxiety. And, if taken advantage of, a huge opportunity to “surprise and delight” to the provider. Let me explain: