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Human Talk: the Cold, Hard, Gross Truth...

There have been quite a few Human Talk examples taken from company signage, but here’s an interesting situation that a coffee shop in Raleigh found themselves in. Dan Heath tells the story of how management’s decision to use vague corporate verbiage on a sign explaining to customers that the store bathroom was locked, led him to draw his own false conclusions about the situation. Heath said, By keeping me at arm’s length from the real issue, the management allowed me to jump to false conclusions. (I assumed that the landlord was trying to keep non-paying customers from using the facilities, and I fumed about how petty that was.) Read Heath’s full story and you will see that the...

Human Talk: the Cold, Hard, Gross Truth
posted on: Feb 6, 2009 | author: Chris Wilson

Human Talk: Why?

Here’s a surefire way to start talking to your customers like a real human being in 2009. Hold a company “why” day. Take time out from the daily grind to question everything you do. Create a safe, honest and open platform for anyone to bring a question to the table. Choreograph the customer experience from start to finish, questioning everything along the way. And for everything that you find along the way that you can’t understand or isn’t adding value to the organization, cut it out. This brilliant idea can be credited to Bill Gammell. Here’s how he describes it: “Business as usual” is a load of crap. It leads to too much floating, too much status quo....

Human Talk: Why?
posted on: Jan 22, 2009 | author: Chris Wilson

Human Talk: Delight

Metacool’s Diego Rodriguez tells of how he was delighted to receive a complimentary issue of Monocle after he had mistakenly let his subscription lapse. The unique “Human Talk” aspect of this gesture was the attached note taped to the top of the issue. Instead of sending out the complimentary issue stuffed full of “renew your subscription” cards, Monocle decided to add a personal/human touch to make sure Diego knew they realized his subscription was up, but that he could easily renew online. Diego describes how important these seemingly small touches can be in creating a memorable experience: When it comes to caring about all the little things that add up to a superior experience, this little flap is...

Human Talk: Delight
posted on: Oct 3, 2008 | author: Chris Wilson

Human Talk: VitaminWater

VitaminWater is a brand I like. Not only have they created their own category, “enhanced water,” but they’ve done it breaking a lot of the rules. How many brands can you think of that make under the table references to other brands in their branding? No brand is safe. Thighmaster, Old Irish Spring soap, Metamucil, the Justice League, Underoos and “athletes named Ned” have all been humorously referenced on bottles of VitaminWater. Even their Formula 50 flavor, which was endorsed and inspired by rapper 50 Cent, pokes a little fun at “Fiddy’s” platinum jewelry and bulletproof vest. What Human Talk lessons can we learn from VitaminWater? —- 1. Create your own category. This is obviously easier said than...

Human Talk: VitaminWater
posted on: Aug 14, 2008 | author: Chris Wilson

Human Talk: Airlines

As we near the end of summer here in the States, and many are in the middle of what is a heavy traveling season. Whether its for a vacation with the family, a conference or workshop, or just business as usual. Many of you have caught a plane or two or more in over the past few months, and probably have more travel plans in the future. For most people this is something that they dread. We’re all too familiar with the frustrations of flying: expensive tickets, delays, long lines, grouchy employees, lost luggage, wall-to-wall people in the terminals, more delays. Sadly, the airline industry has become a necessary evil for most of us. Back in March, Al...

Human Talk: Airlines
posted on: Jul 23, 2008 | author: Chris Wilson

Human Talk: Innocent

Innocent and their “little tasty drinks” have been on the Human Talk radar for quite sometime now thanks to Rohit Bhargava (also discussed in Personality Not Included) and David Taylor. If you’re not familiar with the company, check them out. They are a shining example of how an organization can not only survive, but thrive, when they choose not to interact with their customers like their reading from Black’s Law Dictionary. Image Via: Bad Banana Blog  —— This post is part of the Human Talk series.  If you would like to contribute your good or bad Human Talk examples, Email me. I’ll accept photos, stories, videos, audio, etc. and give credit where credit is...

Human Talk: Innocent
posted on: Jun 27, 2008 | author: Chris Wilson

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