How can employees incorporate elements of surprise and delight into their interactions with customers to elevate the overall experience?

Employees can incorporate elements of surprise and delight into their interactions with customers by personalizing their approach and going above and beyond expectations. This can include small gestures like handwritten notes, personalized recommendations, or unexpected discounts. By actively listening to customers and anticipating their needs, employees can create memorable experiences that leave a lasting impression. Additionally, incorporating elements of surprise and delight can help build stronger relationships with customers and increase loyalty to the brand.