These days, ‘surprise and delight’ is a tactic belonging to most brand’s marketing strategies. While success varies, the concept remains a sound and self explanatory one: enhance customer engagement with unexpected rewards. And yet, as surprising and delightful as dining can be, it’s not exactly a tactic baked into most restaurant programming. I get it, a restaurant is a busy place. This was all on my mind a few Saturdays ago when I took my mother to one of our favorite restaurants for her 82...

These days, ‘surprise and delight’ is a tactic belonging to most brand’s marketing strategies. While success varies, the concept remains a sound and self explanatory one: enhance customer engagement with unexpected rewards. And yet, as surprising and delightful as dining can be, it’s not exactly a tactic baked into most restaurant programming. I get it, a restaurant is a busy place. This was all on my mind a few Saturdays ago when I took my mother to one of our favorite restaurants for her 82...