It truly is the little things. They make people feel something and then remember you. As a person, as an organization, and even as a brand this is true. I was reminded of this fact by a recent holiday stunt by WestJet out of Canada. They had Santa ask travelers what they wanted for Christmas and then made those wishes come true. There was clear joy in the faces of gift recipients.

WestJet did something relatively big. All the technology, time, buying of gifts, and coordination was a commitment. But the cost was probably small to gain loyal customers. By making a video of the stunt, even more people are exposed to what happened and might even want to fly with the airline when possible.

But even smaller acts make a big difference. Just saying thank you can turn an indifferent customer in to one that returns. There are so many fun options that can happen all year long.