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But not all the time
It’s true that many great experiences are built out of many moments, many iterations, but it’s a grave mistake to try and be remarkable all the time. The remarkable experience you seek to create is way more likely to be successful if the journey you take your customer on is mostly expected and occasionally remarkable.…
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Make it an occasion
What an occasion! Imagine people said that about the moment that the plumber unblocked their toilet… Seems far-fetched, but let’s imagine… An occasion is a special event, often a celebration. It’s something that happens occasionally. And perhaps most importantly, there is no law of physics that I’m aware of which objectively qualifies one thing as…
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Pick your moments
We’re in an experience economy now, and to be among the winners you need to be Re.Mark.Able. But you can’t be remarkable all the time, because if you were, whatever you were doing would become the normal thing, the expected thing. And so you need to pick your moments. But how? One heuristic that might…