There is a popular phrase that goes “you can’t judge a book by its cover.” This phrase certainly is applicable to many things in life, but more than ever in the world of marketing, it just doesn’t ring true.
Your business or organization can have the best story in town and can literally be invaluable by fulfilling a need in a remarkable way, but if the story or experience is hidden inside of your “company book” and not showcased on the “cover”, many prospects will be lost or won’t fully realize just how remarkable you really are and why they should care.
There are many moments during the customer acquisition process where prospects get tangible experiences that help them form ideas and conclusions about your company or product. Let’s face it, we’re all strapped for time and therefore we each go by the little experiences to form our judgments. Some of these things that help prospects form judgments are: websites, brick’n’mortar store design, proposals, product packaging, the tone of the customer service rep on the line, a thank you card, etc…
Now, the goal is not to design a fake or inaccurate “cover” that misrepresents your company or attempts to grab customers who will subsequently be disappointed when they find out the “book” (your company or product) is not nearly as exciting or doesn’t match the cover. Just like with any New York Times Bestseller, the cover needs to represent the story while grabbing attention and helping the prospect form a judgment about the story. To really have impact and traction, though, when the book is purchased the story much match the cover. In this case, a complete customer experience has occurred and the customer gets an authentic experience while not having to deal with disappointment.
Now, to shoot off on a rabbit trail, here’s a small package I received from American Express. American Express does a fantastic job of creating covers that match stories, as evidenced by the following pictures:


What normally arrives in a small white envelope from a Plain State arrived in a sleek box. Upon opening the package, I couldn’t help feeling twangs of excitement and pride about my new credit card. Even after already deciding to sign up for the card, this unconventional product packaging for a credit card “sealed the deal” and because AMEX is generally authentic (their story matches their covers), it worked and it worked well.
The point here is that each and every day in the life of your business or organization, your prospects are seeing a myriad of “covers” to your “book.” Take the time to create covers that are compelling and authentic, at various stages of the customer acquisition process, and prejudice can shift from a bad behavior to a good one.
-Robby