YOUR BODY REMEMBERS EVERYTHING

You will forget what people said to you and you will forget what people did to you, but you will never forget how people made you feel. The body remembers and holds on to everything. The mind has a limited capacity. Think of the mind as…
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Three people that made me want to rip my face off.

TD Bank call centre representative: “I'm sorry sir, but our policy is to charge $10 to send you a copy of the cashed cheque you are looking for.” Me: “I understand that it is your policy, but as I explained, my monthly fee that your…
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The most important go to market strategy that most companies ignore.

There’s one way to create a strong competitive advantage that most companies ignore. It’s not customer segmentation and it’s not a well thought out pricing strategy, although those are important. It’s not company culture or service…

The Best Kept Secret to Happiness

Marketing executives want us to believe that happiness lies in a product that will taste delicious, magically fill our bank accounts, or transform us into a supermodel that looks not a day past 20. Our social norms promise that happiness will…

How much does it cost to be you?

Now that I’ve installed snow tires, my car has only four things wrong with it. The passenger-side lock is misbehaving since someone tried to screwdriver it open this summer. The throttle sticks for a moment when the automatic transmission…

Customers never love you at first sight

on 2013-01-02 by @plc Love at first sight? More like a mild interest at 12 dates, 15 emails and 2 phone calls. When a new user registers for your web application, they're not in love with you. At best, they're open-minded and…