The Counter

Selling well, written down

Store and kiosk design, upselling that isn't pushy, inventory that adds up, and keeping a team motivated. Written for whoever is standing at the counter — and whoever owns it.

A first-time customer's hands taking a small kraft paper bag across a wooden shop counter in low evening light, while the seller's hand types into a form on a tablet propped on a stand next to a receipt printer.

Loyalty·July 25, 2026·6 min read

Your Retail Loyalty Program Rewards the Wrong Visit

Punch cards pay out on a visit you were always going to get. Build the program backwards from the second visit instead, because it is the only one worth paying for.

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