Have you sent a thank you note lately?

photo by dryicons.comWhen was the last time you sent a physical thank you note? And how about the last time you received one of these notes? Taking the time to write a note by hand is really worth it, even if you don’t know how it’s worth it yet. Sending a note is a sign…

Do some customers deserve better service?

Which customer would you rather deal with: the one who tells you what’s wrong or the one who buys faithfully and then leaves without prior warning? While you might not see the warning signs of the customer who’s unhappy immediately, it’s important to identify when your customers give you extremely positive or negative signals. Some…

Your first MVP is Wrong

This essay is written as part of the Startup Edition project – check out the other essays here. It would be awesome if your first iteration of a minimum viable product (MVP) perfectly addressed your target market segment, delivered great value to your customers, and you never had to change it again. However, that’s not what…

Go ahead, build a Thingamajig.

When the folks at LittleBits asked me to test their latest kit of snap-together DIY electronics, I was really excited. As a gadget-loving person, I love the idea of creating a Rube Goldbergian perpetual motion machine. I even the idea of putting together models and understanding how electronic circuits work. Yet I’ve never gotten around to…

Don’t let good customers make bad decisions

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 clicks” problem is a symptom of a bigger problem that you probably have if your…