Is your organization about fun? How often do your customers giggle? How much of your business strategy is about funniness—not just entertainment, but customer experiences made joyful by design? What are your customers’ principal memories of their encounters with your organization?

Before we go too far down this “make it fun” trail, keep in mind there are industry niches that might not embrace fun as a successful customer strategy; emergency rooms and funeral homes come to mind. And there are clearly target audiences that might prefer somber over whimsical. A tax audit firm with a client strategy of fun might seem a bit sadistic. Yet, it might be worth a closer look in an era of unexciting news and unengaged employees.

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