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  • Worth reconsidering?
    The status quo is powerful indeed. We add layers, patches and small improvisations, all to shore up something we don't want to reconsider. If we had a clean sheet of paper, and could design something that actually worked, what would...       
  • Training customers
    If you frequently run last-minute sales, don't be surprised if your customers stop buying things in advance. You're training them to wait. If you announce things six or seven times, getting louder each time, don't be surprised if your customers...       
  • Better than it needs to be
    Why not? Why not make it more generous, more fair, more insightful than it needs to be? Why not deliver the service with more flair, more care and more urgency? Why not do it because you can, not because you...       

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