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Your customer’s last experience with your brand leaves a lasting impression.
If you make tasks like unsubscribing, returning, refunding, problem resolution (etc & so on) easy, you leave the door open for the future.
Treating them as afterthoughts = throwing a Molotov cocktail onto the bridge
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What’s the core of your brand story that applies across audiences?
What does everyone know you for?
Why do you do what you do?
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You can race to the bottom. Or you can race to the top.
One takes hard work.
One has a short runway.
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If anyone can make the artifacts of a brand in a trivial amount of time, what distinguishes the ones that last from the ones that fade as quickly as they’re made?
A tweak on a question asked by Manton Reece.