Part 7/9:
The third aspect of positivity is the power of unexpected delight. People tend to forget average or even better-than-average experiences, but they remember anything that surprises or delights them. This is the basis of making people fall in love with a person or a brand.
The speaker shares examples of unexpected positive experiences, such as a rental car company installing a child seat without being asked, a flight attendant memorizing passengers' names, or a hotel remembering a guest's pineapple allergy from a previous visit. These small, unexpected gestures can have a significant impact on how people perceive and remember a person or a brand.