So naturally you’re shocked—and delighted—when you receive a check in the mail from the dealership covering the cost of your lost item.

This is a true example, and frankly, when customers approach an organization with these kinds of over-and-beyond, spur-of-the-moment requests, they don’t expect to hear a yes. They’ve gotten used to hearing no, and whether from cynicism or resignation, that’s what they’ll expect from your organization, too. If you can surprise them—pleasantly—you’ll delight them and build loyalty.

It is tough for any organization to hardwire a knee-jerk yes response into its culture. It requires not only a sincere desire to serve the customer, but also an obsession to do so. That customer obsession can be instilled in employees.

Here are tactics that leaders can use to delight customers:

1. Get clear on where you are in terms of customer experience. You probably think you understand what customers experience at your organization. It’s likely, however, that customers themselves have a different perception, and that leaders, internal staff, and front-line employees have different ones as well. As a result, a lot of well-intentioned efforts to improve customer service might currently be going to waste.

I know the leadership of one organization honestly assessed its current state to clearly envision the future it desired, and then created an action plan to help people understand how the chasm would be bridged. Visual mapping and the sharing of the map, repeatedly and broadly, helped everyone see the journey they were about to undertake.

Plus, front-line staff members, team leaders, and employees throughout the organization completed a “What’s Holding You Back?” form, which allowed them to actively challenge both personal and organizational barriers to delivering consistent customer delight.

It’s important to hear directly from these stakeholders on what their “points of pain” are. Before you can make changes, you—and everyone else in the organization—need to get a 360-degree picture of resource misalignments, efforts, and initiatives that do not hit the mark and actions that aren’t valued by the customer.

2. Set your sights really, really high. Thanks to e-commerce and the competitive global economy, today’s customers demand world-class service, and they will get it—somehow. That’s why, if you set out to transform your organization’s culture, don’t merely be the best customer experience provider, become “the global leader” in customer service and in customer experience.

3. Don’t confuse communication with buy-in. It’s not enough to cascade your vision and action plan throughout the organization. You must ensure that in addition to understanding the what and how of improving the customer experience, everyone at every level of your organization’s hierarchy understands and buys into the why.

To create this buy-in, listen to front-line staff members, team leaders, and employees to make sure the vision resonates, and that each stakeholder understands how the change agenda would affect them.

4. You can’t just train people on what saying yes looks like; you have to immerse them in it. Even with employee buy-in, you’ll get limited results from customer experience training that consists of reading a manual, sitting through a generic presentation, or providing rules and a script.

Instead, strive to help employees understand what it’s like to “be” the customer—including reading their unspoken needs—and let them practice delighting that customer in real-world scenarios. (This is more of an art than a science.)

5. Collect and share factual examples of customer delight. Stories are powerful. They have the ability to illustrate concepts and evoke emotions in a way that even the best training can’t. That’s why it’s so important to widely share examples of real employees delighting real customers. Consider collecting and translating them to video format.

Stories can inspire everyone who represents the brand to create that type of customer experience because it touches their hearts, not just their minds. When we see what happens when we delight customers, we’re truly motivated to say yes.