“The reason that most of us are unhappy most of the time is that we set our goals—not for the person we’re going to be when we reach them—we set our goals for the person we are when we set them.” – Dan Gilbert (via swissmiss)
“We don’t choose between experiences, we choose between memories of experiences. Even when we think about the future, we don’t think of our future normally as experiences. We think of our future as anticipated memories” – Daniel Kahneman (via zefrank)
“You’re every bit as much a brand as Nike, Coke, Pepsi, or the Body Shop.” “Give yourself the traditional 15-words-or-less contest challenge. Take the time to write down your answer. And then take the time to read it. Several times. If your answer wouldn’t light up the eyes of a prospective client or command a vote of confidence from a satisfied past client, or — worst of all — if it doesn’t grab YOU, then you’ve got a big problem. – Tom Peters (via Fast Company) (emphasis added)
“A great man is one sentence.” – Clare Boothe Luce (via Daniel Pink)
In many businesses you hear people refer to the things the company sells as product, or material, or skus, or content. The abstraction of a burger or a mop, creates detachment between how the business thinks and how the customer thinks, resulting in a lack of accountability for the experience and value the customer receives. I cringe when I hear Suzanne Greco, Vice President Of Research & Development, SUBWAY refer to the things Subway sells as “product”. There is an intimacy we all must have with the things we sell, and customers don’t think about how great a Subway product would taste. The customer thinks in concrete and tangible terms and so should the businesses that hope to meet their needs. In Subway’s case they sell food, Sandwiches made of bread, lunch meat and cheese. Just listen to the video linked above and replace the word product with sandwich or bread. The interview in my opinion has a completely different feel using real and intimate terms. So, lose the abstraction, be real and intimate with the things you sell.