What tools and skills do you value in your startup?

This post is a contribution to Startup Edition. Tools are a Commodity We could talk all day about the tools we use. Agile is Best! Pomodoro is Best! Pen and Paper is Best! Getting everyone in a room is Best! (You get the idea.) Because everything in a startup changes ALL THE TIME, it’s also important…

How to hire Customer Service Superheroes

Say you’re going to start a company, and the first thing you want to do is provide amazing customer service. Are you going to hire the brilliant person who alienates customers? Or are you going to hire the friendly person who can’t solve a problem? You probably want both qualities: The knowledge and skill required…

What the heck is Customer Wow?

Customer Wow is a concept that gets shared a lot, and creates smiles whenever it’s shared. But what is Customer Wow, really? You could say that it’s “the ability to deliver above and beyond customer experiences” and I also think it’s a bit more. Towards a definition of Customer Wow We can think of Customer…