麦肯锡：2024通过客户满意的时刻推动增长报告（英文版）

Once, at a Ritz Carlton resort, a server noticed a family searching for a coquí frog hidden in the vegetation.1 Inspired to create a memorable experience, he orchestrated a surprise: when the family returned to their room after dinner, they found a chocolate lily pad with two chocolate coquí frogs perched on it and a note from “Coquí” himself waiting on the bed. The family was delighted by this thoughtful, fun gesture. This story raises questions about the potential of delight in cu