Secret recipes

“You can try this at home…” But you probably won’t. The secret recipe isn’t the reason Coke is successful. And the recipe for KFC isn’t much of a recipe at all. The secret way you do the thing isn’t what keeps your clients coming back. It’s the part you do in public that matters.

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Fiblets

Organizations lie all the time. Big lies, sometimes, but usually small ones. Is the call volume actually unusually heavy? Did a chef really prepare this meal just for me? These fiblets are so common that they become part of the culture, a trope that lets the user know that this is a real organization–the same

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