This from the Open Forum Blog of American Express:

Practice the “benevolent ambush.” This tip for better customer service comes straight from psychiatric research that found people were more grateful for an unexpected dollar bill than they were for the $100 bill they knew was coming. Look for ways to surprise your customers with an extra benefit or bonus to build real and lasting goodwill. Try this idea:

  • A random 50 percent off coupon sent via NetWaiter once or twice per year to each customer is a great start.

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