Comments on: Note to CMO: Creating Trance States

By: Beth Harte

Beth Harte — Wed, 22 Jul 2009 14:12:40 +0000

I always walk away during those CD loads…bor-ing!
Waiting for a car repair…there’s a perfect time to put people in a “trance” state. That’s the worst! How about entertaining me with some cool videos/shows showing me how you’ll be fixing my car demonstrated by some interesting, funny people? I think the guys from “Two Guys Garage” would be perfect! Or providing me with free Wi-Fi so I don’t feel my time is wasted.
Beth Harte
Community Manager, MarketingProfs
@bethharte

By: Paul Barsch

Paul Barsch — Tue, 21 Jul 2009 16:31:16 +0000

Stephen, good food for thought, thanks for sharing!
Waiting time in a process, whether it’s waiting for CPU to come available, or waiting for the next cashier-is mostly inevitable. So the question becomes, what should companies do to make the most productive use of that time, and perhaps use it as an opportunity? I like what HP has done.

By: Stephen Denny

Stephen Denny — Tue, 21 Jul 2009 15:09:22 +0000

Lewis: products without bugs? What are those? You mean those little quirky unintended features?
Let’s reframe the point: walk into a sushi restaurant (an odd comparison, but the story holds up) and they prepare your lunch right in front of you. Prep becomes theater. You watch – you don’t wonder where the hell your appetiser is.
You’re glad they didn’t remove the bottleneck and pull your California Roll out of the fridge where it has been sitting since yesterday with the other hundred rolls. You want it made for you, right now, and this means it takes time.
The opportunity is to take those bottlenecks and do more than just close your eyes and hope the customer doesn’t start yelling at you. Make it work for you. Why not.

By: Lewis Green

Lewis Green — Tue, 21 Jul 2009 13:11:48 +0000

Stephen,
I don’t know whether to laugh or cry. As the bad guy in Sierra Madre said: “I don’t need no stinkin’ trance state. I need products without bugs.”