February 27, 2017

How can we make the experience more magical?

We make assumptions about what people want based on what we know to be true, rather than what is possible. We assume that using technology to do the same things we’ve always done will give customers a better experience. But if we think about what is possible we find entirely new ways to solve their […]

Everyone wants to sit at Pedro’s Table

On the first morning of Tim’s Mexico vacation he walked out to the beach to watch the sunrise. Alone with the sound of the waves washing on the shore, he waited. Slowly the sun peeked over the horizon. It was six o’clock. Little did Tim know it was the dawning of a day that would […]

It’s emotional rewards that build loyal relationships

The problem with most loyalty programs is they are based on the wrong kind of rewards. Rewards programs are based on transactional relationships that focus on the goals of the business: repeat sales, customer referrals, long term commitment from the customer. What does the customer get in return? Usually it is a discount based on buying a […]

Value is created by the questions you ask

  Finding ways to create value for customers is simply a matter of Q&A. Think about it this way: What happens when you ask yourself a question? Your mind immediately goes to work looking for the answer. Ideation is a process of asking and answering questions. So if you’re looking for ways to add value, […]