Hello! I’m sharing insights about customer experience. Please let me know what you like, don’t like, and if you’d like to subscribe, you can get an email in your inbox here. The Customer Experience Report January 26, 2013 – An Occasional…
Let’s say you’re starting a new company, feature, or product. You have an idea that you want to test with some beta customers. So what would you do today to “get out of the building” (in best Steve Blank Lean…
One of the best ways to learn how real people view your product is to ask them to complete a set of tasks that you think all customers “should” be able to do. Think of this as a directional usability…
If you talk to customers for any length of time, you’ve probably been asked, “what’s the best practice for that? And how can I get you to deliver best practices to me?” I often struggle with this question because o…
Ray Ozzie appeared out of the Seattle mist today to share a very important lesson of startups and of business in general. He shared the story of how Lotus Notes started – and it sounded a lot like other stories…
Have you ever been to a trade show where you found a t-shirt, a cool robot, or other swag? Or maybe dropped your business card in a bowl for a chance at an iPad or something even better? And did…
It’s a sad day in a way – today marks the end of Gist, a company I had the pleasure of working for through its evolution from a scrappy startup pioneering new ways to manage social contacts through its acquisition…
Seth Godin asks a wonderful question: “Do you have a people strategy?” It’s a quick read dedicated to reminding us that people, not users, engage with applications and services to make their lives better. If you can make people’s lives better with…
It’s easy to think when you’re starting a new product (or even coming up with a new feature for an existing feature) that not only have you found the newest, coolest way to do things but also have unlocked the secret…
