2014
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Customer-Centric Development: Lesson 2
Jan 24
It’s easy to forget who we build our products for. Often it’s not you. Often it’s not even your client. Take some time to define the end customer and your client will thank you.
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Customer-Centric Development: Lesson 1
Jan 23
Lesson 1 in customer-centric development is all about storytelling. If you can tell your story, your product’s story, and your customer’s story, then you’re on solid ground. If you can’t articulate any or all of these stories, though, you might be in trouble.
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Hyper-Individualism is Dangerous
Jan 7
It’s a bit funny how so many people will think the exact same way at the same time assuming they’re unique. It’s a bit depressing how so many people think being unique – in a consumer context – is a good thing.
2012
2010
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Do Members Subscribe?
May 14
Every announcement promised free access to the new 24 Hour Fitness through May 15th. They turned me away at the door anyway, and nobody tried to fix it. My card says “membership,” but I’m just a subscriber — and the difference matters.
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What Constitutes Expertise?
Feb 22
What makes someone an expert in a field with no certifications? For children, an expert is anyone who knows more than you. After seven years of blogging, I’m still reluctant to claim the title.
2009
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Dealing with Unhappy Customers
Sept 30
A customer is on the phone yelling about something that wasn’t your fault. Don’t argue the fine print: they’re offering free market research, and they could become your perfect customer.
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The 10 Commandments of Customer Service
Sept 16
Customer service isn’t a department. It’s everyone’s job, and the person answering the phone is the most important person in your company. Ten commandments for protecting your brand one call at a time.
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Know Your Customer
May 13
I do branding and marketing for individuals, local small businesses and start-ups: clients with a goal who won’t compromise their values to reach it. I’ve spent a long time defining my perfect customer, and I even turn away work that doesn’t fit.