In this episode we’re exploring a recent story I experienced second hand from a friend trying a new brand for the first time.

The stakes are high! When you’re trying to establish whether or not that brand might be for you, your future loyalty hangs in the balance - and the “courting experience” to establish whether or not you’ll go back for a second time can be impacted by the most marginal of things.

When a single order that hopes to be an easy entry into trying new things turns into 3 packages shipped apart, how does that impact your experience?

I find I’m often fixated by the operational and logistical factors that are driving this behaviour, but what happens when the end customer experience is articulated by somebody that simply doesn’t care about the nuance?

Join me to discuss Just One Idea: have you considered the butterfly effect of a split order?

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