SURPRISE + DELIGHTWhy good student service isn’t enough.

@HamzaK

WHY SURPRISE + DELIGHT?

1.“Trust in brands is falling.” - Edelman2.Social media goes both ways.3.Life has never been more predictable.4. It’s an all-encompassing metric.

OPRAH + WILLY WONKA

1. Build positive word-of-mouth2. Surprise is addictive.3. Surprise is a powerful tool for driving desired

behaviour.4. Surprise is cheap.5. Surprise turbo-charges emotions.6. Surprise fuels passionate relationships

(Valentine’s Day)

THINK ABOUT IT...

“On average, you tell 9 people about great experiences.” - American Express

When was the last time you were surprised + delighted? How many people did you tell?

KEY INGREDIENTS

1.Authentic, not attention-seeking.2. “Wow” factor.3.Naturally spark discussion on social

media and through word of mouth.

START NOW1. Hand-written notes.2. Set the bar high.3. Send cookies.4. Provide personal service.5. Get to know your students.6. Value the little things.7. Be a student advocate.8. Say thank you.9. Treat them to birthday coffee.10.Send them postcards.11.Remember important dates.12.Check in.

THANK YOU!@HamzaK