Category Archives: Customers

When it works

The line at my local Chipotle looks like this each and every day at lunchtime, with 20+ people on line and more streaming through the door.  And each time I’m there, I’m in and out in 7 minutes or less. … Continue reading

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Try it, you’ll learn

Irrespective of how much you care, about how hard you try to imagine every little thing your customers might need or want, until you are a buyer of your own product you’ll never fully understand what pieces it has and … Continue reading

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Lifetime guarantee

18 months ago I got a fancy work bag as a gift.  Within a year, the little ring holding the strap to the bag broke; a few months later the second one broke. I finally made my way to their … Continue reading

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In the know

There’s nothing better than turning your customers into insiders.  One way is to give them the sense that they’re in the know and they are sharing in a  special secret, even if it’s small and even if it’s only sort … Continue reading

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Bump and grind

WordPress.com, of which I am a very happy user (cost = free, uptime = 100%, functionality = great and always improving) has one interesting limitation – the blog statistics one can easily access are “blog traffic,” meaning the number of … Continue reading

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Out (f-cking) care the competition

I just learned last week about Gary Vaynerchuk from Seth Godin’s Domino Project (great post, Ishita), another great example of someone who pokes the box (you mean you haven’t read Poke the Box yet?  What are you waiting for?  It’s … Continue reading

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Predictably Irrational

Last week I talked some about the “mental models” we carry around to simplify the world.  One of the most powerful, underlying mental models we carry around is about rationality – that people are predominately rational, and that behave (by … Continue reading

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Tacky plastic

Some thoughts for the upcoming holiday season. A few years ago my wife and I bought my son a beautiful, wooden, ecologically friendly, made-in-Thailand-from-recycled-materials airport set. Guess who they’re selling that product to?  Me. Guess who never played with it?  … Continue reading

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Swagger Wagon – just for fun

Mostly, this just made me laugh out loud.  A handful of you – who happen to be the exact people Toyota wants to buy the Sienna – will laugh out loud too, and the rest of you may not which … Continue reading

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More or deeper?

More is: The hunt Acquisition costs Onsite blog traffic Splashy PR Small bets Millions of followers Friends and admirers Deeper is: Relationships Low churn RSS subscribers Specialized media Big bets 1,000 true fans Allies Neither is better or worse, but  … Continue reading

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