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How Customers Feel About You: Lessons From Wrap Rage

What matters most is the customer’s perspective

Jon Picoult
Mon, 11/01/2021 - 12:03
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In 1978, inventor Thomas Jake Lunsford patented a new form of plastic packaging and unknowingly triggered the ire of hundreds of millions of consumers.

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His invention was the “clamshell”—a type of packaging that envelops a product in two form-fitting, sealed plastic shells. The public frustration that Lunsford’s creation ultimately triggered was so widespread and long-lasting that an entirely new term was coined to describe it: wrap rage.

If you’re not familiar with that term, here’s how Jeff Bezos (Amazon’s founder and former CEO) defines it: “Wrap rage is the frustration we humans feel when trying to free a product from a nearly impenetrable package.”

Surely you know the frustration and aggravation of wrap rage, even if you didn’t realize there was a term for it. As any consumer can attest, clamshell packages are notoriously difficult to open, particularly given the razor-sharp edges that get exposed when cutting or ripping the plastic container.

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