The Customer Experience Report for Jan 26, 2013

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 Newsletter (Vol. 2, No. 1) Rules for Better Customer Experience: Hacking Your Brain Brad Feld…

The Minimum Viable Beta Program, and how to build it.

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 Startup style) once you’ve done some initial customer development to determine your Minimum Viable Product…

Running a “Friends of the Company” Usability Session

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 test, where you can get some feedback on the way “normal” folks use your product…

What’s a best practice, and how can I get one?

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 the definition of a “best practice” may vary depending upon who’s asking and the act…

Success is getting one person to believe in you

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 I’ve heard about successful startups – at one moment they were hanging by a thread,…