Which of the following best describes 'surprises' in customer behavior?

Surprises in customer behavior are best described as unexpected behaviors or methods that are eye-opening. This definition highlights the importance of recognizing that customers do not always act in predictable ways. It emphasizes the value of observing and understanding these unique actions or preferences, which can reveal insights that may not be apparent through conventional analysis or typical trends.

Identifying these surprises can lead to innovative solutions and enhance customer experiences, as they often point to unmet needs or desires that haven't been addressed by standard offerings. This perspective is key in Design for Delight, where understanding the nuances of customer behavior can drive product development and service enhancements.