New things are easier to sell when they seem familiar

Marc Fulgar Imagine you are selling a new drink (perhaps in a new category) and you’re competing against Coca-cola. You’ve invented a nootropic brain drink that helps you stay calm and alert while coding, and it has a pleasant natural fizz to it. It might even be an unusual color like purple. Taste tests from…

Why Instagram Should Not Have Added Video

On the perils of changing an existing, highly engaging product. This is a response to this week’s Startup Edition question: “How do you build engaging products?” Facebook has a history of experimentation – changing things wholesale for large groups of users – and of changing the service so that it stays novel and rewards customer…

On being Out of Office

Once upon a time, I dreamed about being “in touch” at whatever time, wherever (and whenever I was.) And then it happened – and things were sort of simultaneously wonderful and horrible. You know the feeling – you worry that things will happen when you are not available, and that an important decision would need to be…

But how do you build Customer Wow Every Day?

I had the opportunity to present at @PIEPDX yesterday (thanks, Rick Turoczy and team!) We talked about the Concept of Customer Wow and especially how businesses that are just starting out can think about the People, Processes, and Tools that they need to build sustainable, interesting, and valuable customer relationships. These slides are meant to be a jumping…

Balance what’s cool with what people will actually use (and buy)

It’s easy to think when you’re starting a new product (or even coming up with a new feature for an existing feature) that not only have you found the newest, coolest way to do things but also have unlocked the secret to users and usage – or making sure that people will actually use the thing….