Who took a chance on you?

What does it take to succeed? this post was inspired by Bijan Sabet’s Who Took a Chance on You? and is a contribution to Startup Edition. If you’re reading this post, it’s likely someone took a chance on you. If you got a “lucky break” somewhere along the way, someone took a chance on you. And if good things…

A Modest Proposal to Measure the Voice of the Customer

When talking to people about customer service, I often hear them discuss the idea of the “Voice of the Customer.” Ideally, this might mean “knowing exactly what this customer wants and needs and can tell us about their service experience.” Because you can either know the exact wants and needs of a single customer or…

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…

Be More Awesome By Following Up

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 the only thing that matters. As Woody Allen famously said, “80% of life is showing…