Virgin Hotels had its grand opening in April this year. While the company name states ‘hotels' (plural), what actually opened was a hotel (singular).
One hotel opened.
Despite how common that sounds, Crowds appeared for this opening. The web exploded with articles covering the opening. Virgin Hotels is now being lauded as being one of the best hotel experiences you’re likely to find.
Sometimes, by people who’ve never even stayed at the hotel.
What’s the secret? And what can website owners learn from this launch?Read this post →
Which of these 7 are you falling short on?
As a business owner of any kind, you probably know how important it is to keep thinking about your customers. You want to keep those customers, after all, right?
There are some tell-tale ways of spotting whether businesses are really thinking about their customers or not. There’s a lot of obvious ways to tell, but we won’t be covering any of those here. We’re going deeper.
So, business owner: be honest with yourself as you read through these. Are you doing all of these 7 examples?Read this post →
How do increase brand loyalty? Most people do it by focusing on increasing interactions, but wonder why there’s no real boost in loyalty from customers. If you’re telling your customers about the heroics of your business, surely they’ll be more likely to engage?
The truth is that more of the same thing doesn’t change the results. To change the outcome, we must change the story. Instead of increasing the number of interactions, we need to be strategic about the interactions we make.
You need to change the narrative. You need to change the story. And all good stories have a hero.
The hero needs to be your customer.Read this post →
Have you ever felt like you’ve “known" a brand?
Or perhaps like a brand “knows” you?
A creepy-wonderful thought.
Businesses. With all their many touch-points and different staff members interacting with you. Speaking with one voice. Understanding you. How is it that some businesses “get you” and some just seem like a herd of cats?
This is integral to many of the things we talk about here. We touched on the importance of it in a recent user experience article, as well as an article about making your website users feel special.
It’s time we unpack persona development, what investment it takes to start developing them, how to make sense of them and how to benefit from them.Read this post →
If you’re dreaming of a new product, or you’re a part of an early-stage startup, then you’re probably aware of the mountain that stands before you.
You’re equipped with the dream, the drive and the dollars to get things started. Your dream is solid. The drive feels like it’s going to be endless right now. But the dollars?
How many of them do you need?
Without them, your dream may not happen, and your drive could be for nought.
Let’s figure out how many dollars you need for your dream.Read this post →
This is a call to the perfectionists, the maximizers and the big picture thinkers.
Sometimes, the big picture can feel so big that deciding on a detail to start with can feel like a real challenge.
Back when I was in college, one of my lecturers had a strange rule. He didn't allow artists to draw until they had scribbled all over a full sheet of paper. He realized that when his students started their work with the big picture alone, they would be timid in their lines. Their lines would be soft, and ‘furry’. Their progress would be slow and unsure.
By scribbling across a sheet of paper before getting started, artists loosened up. They would use their tools with confidence.
Scribbling was a fast track to confident lines and better art.Read this post →