Chapter 4: Emotional Engagement

I find the idea of being able to surprise consumers incredibly interesting. I agree with the statement that “…customers want to keep searching for the next moment of delight.” Surprise has the potential to create success for companies world wide. Emotional Engagement delves into the various types of surprises. For example, a more personalized surprise from the CEO of a company, thanking the customer for being apart of their family.

Once again, for the fourth time, I don’t disagree with anything in this chapter. I find every point that the author makes intriguing.