Rapport building
October 9th, 2012
Friend-of-a-friend Elizabeth Rubenstein took this awesome picture at our local Safeway.
I’m always amazed to see the backstage on display where those of us who are frontstage can see it (see another Safeway example here). In this example we’ve got two separate Rapport Topics Of The Day:
- How do you like todays (sic) weather?
- How do you think the Giants baseball team is doing?
Safeway has a long history of awkwardly conceived inauthentic rapport-building techniques, such as the one I wrote about back in 2002 where staffers would hold onto my receipt for a painfully long time while they tried to puzzle out the pronunciation of my name, before handing it back after muttering “Thank you, Mr. Portugal.”
For what it’s worth, they seem to have got better with the name thing, and I haven’t been asked any false-note questions about the weather or the Local Sports Team.
Other Safeway goodies from the past:
(Thanks to Jen Lum)
Cupcake Take: Steve
November 4th, 2010
Broken fridge, San Diego, July 2010
Imagine running a commercial kitchen that produces your flagship product. What do you do when a key piece of equipment breaks? While there was probably some freaking out, this gourmet cupcake shop found a necessarily-small-business solution: move everything to a new refrigerator, in this case, the beverage cooler right inside the front door. Doing this effectively brought the backstage into the frontstage. Not only is there transparency here about their process of making cupcakes (as Julie describes here), they are also transparent about their challenges in running a small business. While companies like Google can get away with the Beta label currying forgiveness for the not-ready-for-prime-time-but-we’ll-use-it-anyway-for-free line of products, we probably wouldn’t be charmed by a sticky note on a broken server that contains our data. Some things are mission critical, but having to reach around some eggs to get my can of Mountain Dew isn’t one of them. It’s kinda fun and surprising to see the backstage appear frontstage (see the kitchen design at In-N-Out Burger) and charming that this business could take what was nominally a failure and create a gentle celebration around it.
Also see: Vodafone celebrates construction around their retail outlets here and a far less celebratory sign from the same store here.
ChittahChattah Quickies
September 6th, 2009
- Seen Reading – a "literary voyeruism blog" set mostly (I believe) in Toronto – What is Seen Reading?
1. I see you reading.
2. I remember what page you’re on in the book.
3. I head to the bookstore, and make a note of the text.
4. I let my imagination rip.
5. Readers become celebrities.
6. People get giddy and buy more books.
Why do you do this?
Readers are cool. Authors work hard. Publishers take chances. And you all deserve to be seen!
(Thanks Suzanne Long!)
- Choose What You Read NY – Choose What You Read NY is a non profit organization that offers free books to New Yorkers, encouraging its residents to read more, giving them an alternative to the free papers that get tossed out and even the digi-trash that crowds our time. In doing so, we help to recycle used books that would have unfortunately been thrown away.
You will find us near major subway stations on the first Tuesday of each month.The idea is that once someone is finished with a book, they either drop it off in one of our conveniently located drop boxes or back to us at a station. Unlike a library, there will be no due dates, penalties, fees or registrations. We only ask that you return it once you are done so that the same book can be enjoyed by another commuter.
- What was the last book, magazine and newspaper you read on the subway? – 6000 people respond and the New York Times posts the results
- How and what people read on the New York City subways – Plenty of detailed examples of people, their books, and their travels: "Reading on the subway is a New York ritual, for the masters of the intricately folded newspaper, as well as for teenage girls thumbing through magazines, aspiring actors memorizing lines, office workers devouring self-help inspiration, immigrants newly minted — or not — taking comfort in paragraphs in a familiar tongue. These days, among the tattered covers may be the occasional Kindle, but since most trains are still devoid of Internet access and cellphone reception, the subway ride remains a rare low-tech interlude in a city of inveterate multitasking workaholics. And so, we read.
There are those whose commutes are carefully timed to the length of a Talk of the Town section of The New Yorker, those who methodically page their way through the classics, and those who always carry a second trash novel in case they unexpectedly make it to the end of the first on a glacial F train."
(thanks Avi and Anne)
- Lego grabs ahold of customers with both hands – From 2006, great Wired piece about Lego's approach to involving ardent fans/customers in developing future products.
- Noting:books – the simple yet dynamic way to track your reading, from the dates you start and finish a book, to your thoughts along the way.
- CourseSmart brings textbooks to the iPhone in PDF; major readability challenges ensue – “It’s not the first place to go to read your textbook,” Mr. Lyman said of the iPhone app. But he said that it could be helpful if “you’re standing outside of the classroom, the quiz is in 10 minutes, and you want to go back to that end-of-chapter summary that helped you understand the material.”
- Nice profile of Lego’s business culture and the tension between growth and losing track of their legacy – But the story of Lego’s renaissance — and its current expansion into new segments like virtual reality and video games — isn’t just a toy story. It’s also a reminder of how even the best brands can lose their luster but bounce back with a change in strategy and occasionally painful adaptation.
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ChittahChattah Quickies
February 21st, 2009
Tags:
accuracy, belief, brand, business, cigarette, consumed, csi, culture, design, downtime, economics, economy, electronics, evaluate, evidence, evolve, expectations, failure, feedback, forensics, frontstage, gadget, gizmo, health, history, innovation, legal, magazine, maintenance, money, naming, nicotine, offline, police, prediction, prop, prosecution, research, science, simulation, smoke, smoking, strategy, technology, testing, use, user