My business card sports this drawing by Hugh McLeod @gapingvoid.
When we create a product, solution or experience and offer it to consumers, it’s only the opening line of a conversation. Each customer interaction with the brand (product, service, experience) is an opportunity to interact and engage. When these engagement points are carefully thought out, and are resonant and unexpected for the person interacting with the product, the reaction is often WOW!!!
For example, the dining experience in Virgin Atlantic Upper Class used to delight diners with these adorable “Wilbur and Orville” salt and pepper shakers.
In fact, travelers were so delighted, their numbers began to dwindle due to thousands of people “pinching” them. What was Virgin’s response?
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