Everyone knows that traveling during the holidays is terrible. During the day before Thanksgiving, Zappos showed up at one of the worst places to be: baggage claim at an airport.

But instead of using the advertising space on the baggage carousel as a billboard, they made it into a Wheel-of-Fortune game. If your bag landed on one of the lucky slots on the carousel, a Zappos employee was there to give you a prize, like a nice jacket, a backpack, or an electric mixer.

WOM Tip #344 Baggage claim

Photo from Ad Age.

Imagine how surprised (and appreciative) those tired, frazzled people were when waiting for their luggage became a party. Even better, since it was the eve of Thanksgiving, all of those travelers would have a great story to tell their families around the table the next day.

How are you turning crappy situations into better, more delightful ones for your customers?

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