One of Jellyvision’s core beliefs is that communication should be delightful. But what does look like out in the real world?

Delight can be any unexpected moment that creates joy, or that shows the customer you care. Like a handwritten thank you note. Or something like this return policy from Zappos:

Zappos leap year return policy

That’s right. Buy on a Leap Year, and you have four luxurious years to return your purchase.

When you think about this as a return policy, it’s totally pointless, because who’s going to mull over their shoe purchase for four years? But as something to add delight to the customer experience…awesome. I love that Zappos thought of this. The Leap Year Exception makes you smile, and that’s something you can’t say about 99.9% of return policies.

That’s what delight looks like, hidden in the legalese of a website. And if it can happen there, it can happen anywhere.

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