Waiting for a flight late last night and I am playing Hangman on my iPhone. I began to wonder how many letters do I need in place before I know definitively solve the puzzle? When does strategic guessing turn into certain selection of the remiaing letters. I am struck by the psychological shift that takes place the moment I ‘get’ the word and then type of the missing letters versus the ‘still guessing’ moments.

What can we do in our organizations and enterprises to help our customers complete enough of the word (or service) that their success is almost certain? What shifts can we make to increase their enjoyment and reward them? Think of websites that you visit, manuals that come with new equipment, airline limitation policies. Which ones make sense and which ones befuddle us and leave us more confused? If the customer ‘gets’ it right away they remember the name of the company. If the customer is frustrated they remember the story and share it with their friends and associates as a reminder of what does not work.

Are we supplying enough letters for the clients to win?