Understanding what it takes to provide great service starts with the famous adage about customers: that they are always right. The next step is to acknowledge that the adage must not always be true when you learn about the customer’s…
You may have heard of the new app Jelly – it’s a simple idea, really – that people would rather share questions with each other through pictures and then use those pictures to elicit discussion. Find answer to important things, the…
Seth Godin “You don’t need to be more creative – you need a quieter lizard brain” –Seth Godin Your brain is not your friend. At any moment now you might encounter something scary or unexpected or just plain wacky that…
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…
