For over three decades, State Farm sends deteriorating insurance cards twice a year, despite increasing premiums. In a world of small things mattering most, personal touches like knowing names, hot towels, and quality amenities make all the difference. People remember acts of generosity, and companies should focus on surprising and delighting customers rather than bombarding them with messages. Marketers should seek out moments where they can positively surprise customers, enhancing the quality of their products/services instead of just advertising. Small acts of kindness and attention to detail can have a lasting impact and set brands apart in a world of constant noise.
https://rishad.substack.com/p/small-things