Two ways to use lock-in/loyalty

Organizations invest to create an audience that sticks with them, either because they have no choice or because of an emotional connection. When this occurs, most then take profits. They decrease service, increase pricing and generally seek payback for the work they did to get to this position. But there’s another path. Every change creates

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The opposite of mass

The mass market is seductive. It’s ‘everyone’. The mass market is powerful, but it’s only slightly interested. The opposite of mass is special. People who have chosen not to be in the mass market. People who want something else. Perhaps something better, certainly something interesting. You can seek to serve the masses. Or you can

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KnotChat: Danny Meyer

The last of the series! Thanks to everyone who was part of it. Danny Meyer has changed the way we think about hospitality and what it’s like to eat out. His new book comes out in a few days, and it was a great excuse for two friends to sit down and talk about solving

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