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Customer Delight - Brands Going the Extra Mile

Customer Delight: Brands That Go Beyond the Extra Mile!

Uthaman Bakthikrishnan

Uthaman Bakthikrishnan

Executive Vice President

I read an article titled, “Blinkit customer demands to play FIFA with a delivery partner, here’s what CEO Albinder Dhindsa said.”

Quick commerce platform Blinkit recently announced that it will deliver the recently launched Sony Playstation 5 slim edition to your doorstep in just 10 minutes.

Shortly after the announcement, Blinkit faced an unexpected request from a customer. Blinkit shared a screenshot of that conversation. The user indicated that he would only order the PS5 through the app under a specific condition.

When questioned about the condition, the customer responded, “Only if the rider stays back and plays FIFA with me.”

Blinkit’s CEO joined in on this conversation, causing the post to garner a lot of engagement from its users.

Maybe Blinkit should look at a different business model where they let the rider tag along for at least one game.

This got me thinking.

There are many similar stories from the world of customer experience, where brands go beyond their call of duty to ensure customer delight.

In this article, I will recount a few legendary examples and the customer experience learning from those examples.


A customer had their shoes stolen right before a conference. Despite the short notice and the unusual request, Zappos overnighted a free pair of shoes to the customer’s hotel.

Zappos demonstrated its commitment to exceptional service by prioritizing the customer’s immediate need and taking swift action to resolve the issue. This exemplifies the importance of responsiveness and proactive problem-solving in creating positive customer experiences.


After a guest left behind their favorite stuffed giraffe at a Ritz-Carlton hotel, the staff found it and took photos of the giraffe enjoying various hotel amenities.

This personalized gesture not only ensured the safe return of the cherished item but also created a memorable and heartwarming experience for the guest, reinforcing their loyalty to the Ritz-Carlton brand.

The Ritz-Carlton personalized the guest’s experience by treating the giraffe as a valued guest, demonstrating empathy and creativity in addressing the customer’s emotional attachment. This highlights the significance of personalized gestures and emotional connections in fostering customer loyalty.


Despite Nordstrom not selling snow tires, a customer attempted to return them because he bought them from a retailer where Nordstrom had put up a store.

This presented a unique challenge for Nordstrom, and they accepted the return without hesitation, prioritizing customer satisfaction over strict policy adherence.

Nordstrom’s flexibility and willingness to accommodate the customer’s unusual request underscore its commitment to providing exceptional service and building trust. This illustrates the importance of flexibility and empowerment in empowering employees to prioritize customer needs.


When a “Breaking Bad” fan missed out on a promotional giveaway, Netflix sent them a personalized care package with a “Los Pollos Hermanos” T-shirt and a note from the fictional character Gus Fring.

This gesture not only delighted the fan but also showcased Netflix’s attentiveness to customer feedback and its commitment to creating personalized experiences.

This highlights the power of personalized gestures and surprise and delight moments in strengthening customer relationships and generating positive word-of-mouth.

Southwest Airlines

A passenger tweeted about craving pizza during a flight, expressing a desire for a snack. Southwest arranged for a pizza delivery to meet the passenger at the gate upon arrival, exceeding their expectations.

Southwest’s responsiveness and creativity in fulfilling the customer’s request showcase its dedication to customer satisfaction and fun. This illustrates the importance of proactive engagement and going above and beyond to create memorable experiences.


LEGO is loved by fans of all ages for its creative playsets, imaginative themes, and iconic bricks. LEGO provides free replacement parts for sets, ensuring that customers can continue enjoying their products for years.

LEGO’s commitment to quality, durability, and customer satisfaction fosters loyalty and repeat purchases. By standing behind its products and offering exceptional service, LEGO builds lasting relationships with customers and inspires creativity and play.

People will forget what you said, people will forget what you did, but people will never forget how you made them feel.

– Maya Angelou

In a world where customer experience reigns supreme, these brands have set the bar high by going above and beyond to delight their customers.

From personalized gestures to proactive problem-solving, each example illustrates the transformative power of exceptional service in building trust, loyalty, and advocacy.

As we navigate an increasingly competitive landscape, let these stories inspire us to prioritize customer satisfaction, embrace creativity, and foster genuine connections.

By putting the customer at the heart of everything we do, we can create memorable experiences that leave a lasting impact and drive sustainable success.

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