3 working principles for making service memorable

  1. 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.

more published on original blog post, including stories and ideas to apply in practice →

🌊 hi, i’m michael, building olympic level 🌎 support for mission driven founders at Practice. previously, program director @ tks, design engineering instructor @ harvard, and program director @ cornell. i’m always 👨‍🍳cooking up something new.

connect with me on linkedin or follow me on twitter.



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Michael Raspuzzi

Michael Raspuzzi

building practice | currently founder coach matchmaking. previously @tks.world @harvard @culinaryai