Awesome as ever. The podcast point is so true. My favourite (How Long Gone) truly feels like hanging out with my mates back in London. It's insidery, but replicates an Americanized version of pub chat which I miss here in the US.
"Instead of treating personalization as yet another optimization technique, what if it was about serving the person’s needs and respecting them as people?" -- This reminded me of a study I read about in a book, possibly Adam Grant's "Give and Take." They interviewed the top salespeople at LensCrafters and found that they invariably shared a characteristic: They tried to help. They solved problems. They measured frames to make sure they fit properly. They recommended cheaper glasses if they were the better option for that customer's needs. They even suggested adjusting frames instead of buying new ones. This garnered goodwill, of course, and long-term sales. I don't know how you scale that, but it's a powerful thing.
Awesome as ever. The podcast point is so true. My favourite (How Long Gone) truly feels like hanging out with my mates back in London. It's insidery, but replicates an Americanized version of pub chat which I miss here in the US.
+1 for the little section divider glyphs. Nice touch.
"Instead of treating personalization as yet another optimization technique, what if it was about serving the person’s needs and respecting them as people?" -- This reminded me of a study I read about in a book, possibly Adam Grant's "Give and Take." They interviewed the top salespeople at LensCrafters and found that they invariably shared a characteristic: They tried to help. They solved problems. They measured frames to make sure they fit properly. They recommended cheaper glasses if they were the better option for that customer's needs. They even suggested adjusting frames instead of buying new ones. This garnered goodwill, of course, and long-term sales. I don't know how you scale that, but it's a powerful thing.