Quick: how many clicks does it take to do something important in your product? Count them. If it seems like too many, it probably is too many clicks if you want the customer to keep coming back. The “too many…
You should fix all the broken things in your product. You avoided some decisions in the past or made some decisions you might now choose to change, and now these broken things are still there. Your customers see this accumulated…
The single most important thing you can do to increase customer value is to follow up on the things you said you would you do the last time you talked to the customer. In the eyes of the customer, it’s…
[slideshare id=18182024&style=border: 1px solid #CCC; border-width: 1px 1px 0; margin-bottom: 5px;&sc=no] Things i carry (a short list) from Greg Meyer @grmeyer What’s the list of things that you carry? We all carry items with us wherever we go. Your phone,…
It seems like a small thing to be nice. It seems like a small thing to say “thank you.” And it seems like a small thing to suggest a solution to the problem you found. Yet doing these small things…
Imagine you are a community manager and today is your first day promoting the brand. How should you use Twitter? You might be overwhelmed with the river of information and wonder what are the “right” answers to questions like these:…
A recent post from the folks at the Buffer team got me thinking about the idea of customer happiness, and the ability to quantify it and measure it. In my experience, when you ask service providers if their customers are…
photo by In my experience, having effective, talented, and knowledgeable mentors has been the most powerful startup accelerator that I know. The best mentors I’ve worked with do a lot of the things on this list. You can call these…
I’ve written here before about the effect that one person’s thank you had on me (thank you, Brad Feld!) I believe that “The Thank You Effect” is an example of a small action that prompts meaningful next steps to measurably…
