-
Make me care
Care is an experience amplifier. A romance is an easy case to illustrate the point because romance can pull us in a visceral way that we are acutely aware of. An ordinary experience with a person by whom we feel deeply pulled can easily seem like a good experience, and a good experience becomes magical.…
-
How To Win In The Post-Service Economy
Service has become commoditised. We expect our food will be prepared quickly, and we expect that the food will be great, because great service is the new minimum expectation. We only go to the restaurant / hotel / mechanic / insert-your-business-here if it has 4 or 5 stars. Only 3 stars? Meh … Great service…