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Tag Archives: customer experience

When is the wrapping better than the gift?

Amazon gift cards come in this great metal gift box. Same gift card, much more impressive gift. Bonus for Amazon if the recipient saves the box and thinks about Amazon every time they use it. Presentation and packaging matters when your stuff is just like your competitor’s stuff. Change the game by changing how it’s delivered. […]

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Do you know what might be killing you?

I love this great new website we use to manage recruiting. It’s a huge step up from our old platform, with many more features.  But it’s sloooooow. It makes the same job take twice as long. Which may be a deal-killer. I don’t have the time for better if it’s also more time-consuming. Creating the […]

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How to know when your user interface is bad

If you have to tell people how to use it, then you’ve made it too complicated. Example:

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2 steps to achieving true excellence

Step 1: Put someone in charge of watching the details. Step 2: Make sure everyone knows that the details matter. Example: I’m staying in a very nice hotel with exquisite branding. Everything is perfectly designed. They even change the floor mats in the elevator from “Good Morning” to “Good Afternoon” to “Good Evening”.  That’s Step […]

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There were four choices and I picked this one

Why? Because it had a resealable bag. What simple feature can you add that gives you the competitive advantage? Is it so small that you missed it?

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Newsletter: #978: The “Crazy Stuff” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] A brewery with hip-hop albums, a noodle company with a cab service, and a restaurant with a TV series might seem […]

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Make everyone feel a little better

Counting your stuff in the express line is always a source of tension. So is counting the stuff of the guy ahead of you. But 3 letters make it go away — ish. That’s the change in this sign at Whole Foods. A looser policy won’t stop abusers, but neither did a firm rule of […]

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3 ways to turn one-time customers into big talkers

This is a post from our WordofMouth.org project. Check it out for more great word of mouth marketing tips like this every day. All those customers that come in and out of your store or visit your website every day represent a huge word of mouth opportunity. It’s all about turning these passing shoppers into […]

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