(image courtesy of Moleskine) THE SCENE: Your Average Neighborhood Art Store THE PROTAGONIST: Your Average Customer THE CUSTOMER’S RESULT: “Wow, I don’t think I’ll ever go there again.” How often have you walked into a store, found something on sale with a “can’t…
Photo by zigazou76 You’ve probably been there: a meeting where there’s a great idea to make a new feature. “Wouldn’t be great if…” is often the trigger to a neat, as yet unproven idea. So how can you get more…
Like you, I have lots of accounts for applications. And I usually remember the passwords (ok, maybe not always). To avoid this problem, I use two factor authentication whenever possible. Two factor authentication is the use of an external token…
The average person can hold between five to seven items in working memory. You are probably using a couple of those items already. The takeaway – especially when you’re asking customers to do something for you – is for you…
Websites are inherently anonymous. I don’t mean unknowable in the absolute sense of the word, but rather that when your first interaction with a customer is through email you can lose sight of that person’s humanity. When you talk to…
I love words. Probably too much. I love words so much that often use too many words when only a few are needed. It’s not because I want you to know about all the words. It’s that I want you…
A couple of years ago, my wife started a donut business. Her purpose was simple: make delicious vegan and gluten-free food that people liked for a reasonable price. She test marketed batches of donuts, did some product-market fit work by…
Reading Mark Suster’s excellent post on product design left me with this thought – what if more products were literally designed by the customer? As a thought experiment, leave aside any skepticism you have about the customer making bad choices…
Your customers will call you when they want to talk, so you should publish your phone number. It may sound counter-intuitive, but customers actually want to talk to you. Catching the customer at the moment when they really want to…
