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What’s more memorable, T-Rex pancakes or a bowl of Cornflakes?
TweetSeveral years ago, after the birth of our first child, I began pouring pancake batter in unique shapes that our son would recognize from his world. When he was very young, I poured shapes ranging...
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The power of the unexpected
TweetIn 2007, I read the outstanding book by Chip and Dan Heath titled, Made to Stick. In the book, the authors identified a number of principles that contribute to a message or experience being...
View ArticleSurprise and Delight is Not a Strategy
Businesses that employ techniques to “surprise and delight” customers in an attempt to distract them from noticing systemic flaws in value (for price paid) or product or service quality are misguided....
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