3 working principles for making service memorable
- be familiar enough to know what’s top of mind for our customer.
why: familiarity is fuel for trust and drives connection, like a well worn shoe that hugs the heel versus digs into it. a customer’s needs and priorities consistenly change. familiarity is based on feedback for staying in the loop.
2. include enough informality for exceptions where there is room for personal preferences.
why: formality of service kills any humanness in potential connection or exchange.
3. develop enough context for personalized decision making.
why: have enough awareness and understanding of a situation to make decisions on behalf of the customer that would suprise them in delight, like a great friend who knows your coffee order.