The Curse of the Early Adopter
Trying products early in their lifecycle is a rush. You get the thrill of access before a crowd, you feel like your feedback makes a tangible difference to the future of a nascent product, and you just feel … special.…
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It’s easy to think you know your customer
It starts with the purchase When you get that endorphin rush from seeing a sale you may think you’ve won a customer. If everything’s gone right, you’re absolutely on the way to a relationship that might last years and will…
Balance is a tricky skill.
Balance is a tricky skill. If you’re like many people you balance easily. Riding a bicycle was an early thing for you. Likewise trying a skateboard or balance beam. Maybe you even are clever enough to use a unicycle or…
Ideas are a Dime a Dozen
I know: ideas are a dime a dozen (or perhaps cheaper with inflation these days). Yet the process of creating, nurturing, and executing on ideas is one of the most critical tasks we do. Getting ideas from start to finish…
How do you define Customer Service?
What is Customer Service? It doesn’t look like this any more. I often get asked whether I’m in Customer Service, even though my company uses the term “Customer Success” to define our interactions with customers. Customer Success is Not Customer…
How to Build a Great Customer Success Team
When you are building a great business (particularly a Saas business), you need to devote extra time to taking care of your customers so that they not only are satisfied at the sale, but also on an ongoing basis. A customer may…
Should you invest in Product, Sales, or Marketing?
Imagine the sales call… When someone calls you to discuss a product you just signed up for, how do you feel? Depending upon where you are in your buyer’s journey, you might welcome the call, feel ambivalent, or be annoyed…
Infinite scroll must go
A great design for endless browsing There’s a signature design that I am sure you’ve seen more than once today. It’s a river of information; it’s endless serotonin; it’s sort of pleasing to the eye; and then it never ends.…
How to Make Your Own Explainer Videos (for under $149)
Creating an Effective Explainer Video A prospective customer may have only 30 to 60 seconds to understand your Unique Selling Proposition. When you’re not right there with the customer, one of the best ways to share the benefit of…
Your customer wants to be entertained
We are all very busy. When someone asks for our attention, we want a show. Not just a “dog and pony” show, but a real experience with a tight structure, strong production values, and a Big Finish that we can…
