The problem with SURPRISE & delight - Apple juice, monkeys, and gambling - Loyalty Loop

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Since the 1980s customer experience experts have been preaching the idea of “surprise and delight.” Today, we’re going to uncover why it’s not all it’s cracked up to be.
It’s the same psychology that’s been used for decades to understand why gambling is so addictive…
I’ll uncover how it works and what you can do to deliver a great experience without the surprise - or the delight….
All of that and more on this episode of The Loyalty Loop from Vegas….

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