Workers have rarely gotten the long end of the stick. The seduction of “do what you’re told and you’ll win valuable prizes” often doesn’t hold up to scrutiny, and so it’s not surprising that many people are skeptical about delivering something extra–work is called work for a reason. At the same time, one of the […]

It’s thrilling when someone reads our minds. Sometimes we call it hospitality, or smart user interface design. Sometimes, it simply feels like being seen. The person or the system knows what you need, perhaps before you even realize what that might be. This is a special sort of magic. It’s easy to take this for […]

Have you ever made a video that was seen by someone you didn’t know? Or written something that got shared outside of your inner circle? The odds of either of these things happening a generation ago were close to zero. Now, it’s common. The skeptics said that people wanted to watch videos, not make them. […]

There are two ways of thinking about doing more than is necessary. It can become a really useful marketing tactic. When you deliver more than people expect, your overdelivery creates connection. The surprise and delight is remarkable. People talk about it, seek you out and come back for more. Of course, since it’s a useful […]