Cracker Jack Moments-The Con Edison Story

摘要

This article continues building the Cracker Jack moment series. Chip Bell describes the Cracker Jack Principle in his latest book, "The 9 (1/2) Principles of Innovative Service" published by Simple Truths in 2013. "Service with surprise is like a box of Cracker Jack," Bell writes. "It was not the cool box or the caramelized popcorn we craved-it was the free prize inside. While the prize had little economic value, its emotional value was priceless. Surprise breaks the monotony of ho-hum, communicates a caring attitude, and fosters an infectious spirit that customers cannot wait to narrate to others."