The Curse of the Early Adopter

Trying products early in their lifecycle is a rush. You get the thrill of access before a crowd, you feel like your feedback makes a tangible difference to the future of a nascent product, and you just feel … special. It’s almost like that feeling of finding a band or an athlete on the cusp…

It’s easy to think you know your customer

It starts with the purchase When you get that endorphin rush from seeing a sale you may think you’ve won a customer. If everything’s gone right, you’re absolutely on the way to a relationship that might last years and will produce great things. More frequently the purchase is just the beginning of the process of…

Balance is a tricky skill.

Balance is a tricky skill. If you’re like many people you balance easily. Riding a bicycle was an early thing for you. Likewise trying a skateboard or balance beam. Maybe you even are clever enough to use a unicycle or a slackline. Not me — I’ve always been a little off kilter. I didn’t really notice it…

Ideas are a Dime a Dozen

I know: ideas are a dime a dozen (or perhaps cheaper with inflation these days). Yet the process of creating, nurturing, and executing on ideas is one of the most critical tasks we do. Getting ideas from start to finish (from inspiration to the point of execution) faster means that you can choose from more…

How do you define Customer Service?

What is Customer Service? It doesn’t look like this any more. I often get asked whether I’m in Customer Service, even though my company uses the term “Customer Success” to define our interactions with customers. Customer Success is Not Customer Service, though it often has responsibility for Customer Service. Think of Customer Success as active…