The Problem with Rewards in Return for Testimonials

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I love Smartwool. I’m actually wearing a Smartwool shirt and Smartwool socks right now. If Smartwool wanted me to write a testimonial, all they would have to do is ask, to say “Hey, we want some killer testimonials for our website, will you help us out?” That’s not what they did.

The High Cost of Free

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The most foolish things I’ve done in my life have been for neither love nor money, but simply for free ice cream. One spring, when I was about ten years old, in return for an ice cream cone, I swam out to the ice in Lake Champlain, only about 25 feet, but in water cold […]

Are you my friend? Social norms versus market norms

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We are motivated to do good, even great, things for friendship (social norms) and we expect to pay for commercial goods (market norms), but when we mix these, bad things happen in our social lives and for companies that get this wrong.

The Most Important Email Address on Your Website

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It seems that every corporate website has some place to handle problems and complaints. But shouldn’t you have a place to handle happy customers? The unhappy customer may be unrecoverable, but you want a long-term relationship with happy customers.

The Magic Word to Get What You Want

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We all know one “magic word”. Please works well, but there’s another word that you must know if you want to get your way and must recognize if you want to be less susceptible to manipulation.