Torrey Podmajersky

n experience with broken words is a house with broken walls. Fix the words as you would repair the walls.

the organization attracts people to the experience, converts them, onboards them, and then engages them into the experience. To complete the virtuous cycle, we must transform engaged people into fans who attract others to the experience and who are reattracted themselves.

When someone is a fan of the experience, they not only prefer to use it themselves, but they recommend it to other people, helping the organization attract new people. This transformation can happen because the experience is excellent, it’s useful to them, and, like any good brand, it reflects back to the person what they want to believe about themselves.

When an organization plans for potential breaks and fixes them ahead of time, it not only can continue to engage the person, it can use the break as a moment to transform a person who is merely engaged into a fan.

Their first task is to investigate and verify what they know about the system.

They just want to know their options.