From ChangeThis: Let’s face it — all too often, life is a succes­sion of hassles. There’s an endless array of frus­tra­tions, incon­ve­niences, compli­ca­tions, disap­point­ments, and poten­tial disas­ters lurking in most of our daily expe­ri­ences. Even very good prod­ucts and services (we’ll call them simply “prod­ucts” for simplicity’s sake) have their weak­nesses and draw­backs. My new smart­phone some­times drops my calls; my favorite hotel chain some­times loses my reser­va­tion; those new light­bulbs last longer but produce less light; my new hybrid car gets better mileage but the engine feels less peppy… Managers, marketers, designers, service suppliers, and sales­people for the compa­nies that provide these prod­ucts don’t focus on their weak­nesses. That’s under­stand­able. They devote their lives to making prod­ucts that are as good as they can possibly be and then to promoting them as enthu­si­as­ti­cally as they can. Who wants to concen­trate on the nega­tives? Yet we’ve found that orga­ni­za­tions that excel at demand creation do exactly that. They examine the lives of customers through the lens of what we call a Hassle Map — a detailed study of the prob­lems, large and small, that people expe­ri­ence when­ever they use their prod­ucts. · Go to The art of hassle map thinking →