Trust But Verify

Posted on 19. Jul, 2006 by in Business, Customer Service, Design, Leadership, Remarkability

Two common errors made about remarkability are these.  First, that remarkability is measured by what we think is remarkable (it’s not).  Remarkability is always measured by what the customer or recipient of the action (spouse, friend, church member, association member, etc.) thinks is remarkable. And second, that customers know what they want (they often don’t—especially […]

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Pay Attention to Little Things

Posted on 13. Jul, 2006 by in Business, Customer Service, Design, Leadership, Planning, Remarkability

I don’t know about you, and clearly I was potty trained too early, but I find that little things matter (because it’s the little things that usually annoy me and most of the people I know).  For example, recently I had to call Verizon.  So I went online to their website, jumped through the hoops […]

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Make it Memorable

Posted on 05. Jul, 2006 by in Branding/Differentiation, Business, Creativity/Innovation, Customer Service, Design, Planning, Remarkability

In order for something to be remarkable, it has to be memorable—which sounds rather obvious. But then again, when was the last time you asked of your product or service,  “Is this memorable?” or “”How can we make this more memorable?” Chances are . . . never (or maybe one time . . . a […]

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