How Does Your Brand Surprise And Delight Your Customers?


Brands want people to share their story. How do you get someone to share? By inspiring them, surprising them and delighting them with your brand or product. There are many good examples out there and this recent WestJet video shows how they surprised a plane full of customers at the Christmas holidays. Obviously, capturing all of the video and posting it to YouTube has inspired and delighted many of us enough to share the story. My wife shared it with me after her co-workers shared it with her. See it below.

What makes someone want to share? In the book “Contagious: Why Things Catch On” author Dr. Jonah Berger states: “Awe is the sense of wonder and amazement that occurs when someone is inspired by great knowledge, beauty, sublimity, or might. It’s the experience of confronting something greater than yourself. Awe expands ones frame of reference and drives self-transcendence. Awe is a complex motion and frequently involves a sense of surprise, unexpectedness or mystery.” Awe also inspires sharing. For example, Jonah and his team determined that awe-inspiring articles were 30% more likely to make the “Most Emailed” list.

As a developer of self service kiosks, interactive and mobile I especially enjoyed the “Santa Station” that WestJet setup in the terminal to allow customers to talk “Live” to Santa. Notice the carpet where people should stand to be in the full view of the camera. This illustrates that any sort of photobooth kiosk needs to be more than just the enclosure. A kiosk is the enclosure and everything around it used to draw attention to the kiosk including signage, floor branding, surrounding product, etc. Ensure your kiosk is not just a screen on a stick or on the wall. Think of your kiosk as the entire environment.

Tactile Keyboard versus Onscreen Keyboard

The debate continues, should I use an onscreen keyboard and save myself some hardware costs and have fewer things that can go wrong with my kiosk or interactive digital signage? The answer is: “Sometimes”.
I’ve covered this topic in the past on my Kiosk Blog   and now you can watch a video interview of me discussing the topic at the KioskCom NYC 2008 trade show by going to where I am featured on the homepage, or the direct link to the article is at:

Have a comment on this topic? Post it below or at’s site.

Ideal clients

This video shows how some clients can really butcher a project.  I think we’ve all been there, and I know EA has had it’s share of clients that won’t allow us to lead.  Results… we don’t put them in our portfolio.  Take a look at this video for a surreal but very real example of how clients should not act:

Current clients:  We love you, this couldn’t possibly be you.