Care Chat: The Glow Framework for Surprise & Delight

In this week’s Care Chat, I’m answering a listener question about one of my favorite CX tools—surprise and delight. Specifically, can it actually be measured? Spoiler: YES. And in this episode, I show you exactly how.

I walk you through our GLOW framework (Give, Listen, Observe, Win) and how to use it to create moments that actually matter to your customers and move the needle for your business.

From handwritten notes and unexpected swag to brand love and revenue lifts, this isn’t about going viral. It’s about creating emotional retention that leads to lasting loyalty.

Let’s talk about how we can help you create a repeatable, revenue-generating CX strategy.

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Mentioned in This Episode:

• Conversations That Connect by Brooke Sellas — https://bsquared.media/conversations-that-connect-book
• Book a brainstorm → https://bsquared.media/chat