Who would have known that a few pennies worth of candy could have such a powerful impact? What makes this happen?
- They were totally unexpected; I was surprised.
- They touched me on a emotional level - a lot like the warm cookie when you check in at DoubleTree hotels.
- And they created a human connection to the vendor: I could picture a person packing the shipment, saying, "Hey - let's surprise this customer by sneaking some candy into the box with his headset!."