Adam Sand argues that companies win by copying Uber's playbook: keep customers informed every step of the way and deliver exactly what you promised. The difference between a good experience and a bad one is whether customers feel excited about what they bought or pressured into it.
You want to hack the growth of your company, make it so that people get the Uber like experience, where they're kept informed every step of the way. And everything that they get is on par with what they're going to get when they buy. When they go buy a truck, the first thing they do is get that beautiful brochure that they get to go home and read about the transmission and the brakes and the engine type and variable valve timing. And they get to have the experience of I bought something, not I got sold something, or I got forced into a renovation through my insurance company. This is what I got. This is what you bought. This is what you're getting for your money. Look at all this great stuff and get them excited about an exterior renovation project and make it so it's a great experience. Now go share this video.
