Today, I met a customer face to face

Websites are inherently anonymous. I don’t mean unknowable in the absolute sense of the word, but rather that when your first interaction with a customer is through email you can lose sight of that person’s humanity. When you talk to them on the phone things become a bit more real. And when you meet with…

Measure your day. It might surprise you.

Which daily tasks are important? We all have a routine. Whether it is checking email, talking to office mates over morning coffee, or going to the gym, we organize our lives into a series of rituals to make sense of things. And which of these things are not very important? I talk to customers frequently…

The magic in products is knowing what to leave in

Reading Mark Suster’s excellent post on product design left me with this thought – what if more products were literally designed by the customer? As a thought experiment, leave aside any skepticism you have about the customer making bad choices (e.g. Faster horses vs. a Model T Ford) and imagine what these products might look…

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…

Customer Feedback is Gold

The most humbling way to know whether you’re building a great product is to get direct feedback. Try whatever you’re doing from the customer’s point of view. Now, observe the customer doing it with your mouth closed and your ears open. In my experience, I never fail to learn something important when I listen to…