Watch Stephen Sakach, Tullio Siragusa, and Ash Maher explain why surprise and delight works: the dopamine, oxytocin, and memory science behind a great customer surprise.
Why surprise and delight works comes down to what's happening in a customer's brain in the moment it happens. Watch Stephen Sakach walk through the neuroscience: dopamine for the reward, the amygdala for the emotional charge, the hippocampus locking it into long-term memory, and oxytocin building the trust that turns a one-time buyer into a loyal one.
Also on screen: Chewy's empathetic handling of a grieving pet owner's return, Ritz-Carlton's $2,000 no-approval-needed employee budget, Ash Maher's own Allstate story after a car accident, and a fast walk through Stan Phelps' twelve-tactic Purple Goldfish framework.
Listen to the full episode: https://www.theblisspodcast.com/surpriseanddelight/.