Kenneth Collett

Tag: foreshadowing

  • Merely don’t fail

    Experienced happiness (which could be customer happiness, employee happiness, or your own happiness) could be said to be the experience of reality meeting (or exceeding) expectations, and when reality fails to meet expectations one experiences unhappiness. It’s common to focus on increasing the upside, namely working to make sure that we meet or exceed expectations.…

  • Foreshadow the friction

    It’s a really good idea to use foreshadowing to maximise the potential of positive moments. But foreshadowing isn’t just for the good stuff, it’s really good at mitigating friction too. Let’s say that bad experiences are on a scale. At one end are experiences at that are, at their very core, simply just bad. Nothing…

  • Foreshadow the promised land

    It’s going to be really tempting to foreshadow the awesome features of your product. That’s a mistake. You want to foreshadow the promised land, and your product isn’t the promised land. Your product is merely some kind of magical artifact that helps on the journey. If you’re a financial institution and you have the fastest…

  • Making magic

    Where does she want to go? And what does she need to get there? If I said I was writing about Cinderella, then you might already know the answer to those two questions. And what if I said that the story wasn’t about Cinderella, but about your customer… Would you know where she wants to…

  • Foreshadowed is forearmed

    You are creating expectations for people. There’s no way around it. Every interaction, and every lack of interaction contributes toward an expectation, a prediction of what it’s like to interact with you. You have no choice in whether or not to create expectations for people. But you do have a choice as to the direction…