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Can you measure customer happiness?
photo by http://www.flickr.com/photos/lucgaloppin A recent post from the folks at the Buffer team got me thinking about the idea of customer happiness, and the ability to quantify it and measure it. In...
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The Art of the Status Update
photo by http://www.flickr.com/photos/goatifiedcreature/ What I did, what I’m doing, and where I need help Delivering a status update is a tricky thing. It’s really easy to overwhelm people with too...
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What do great team members do?
photo by http://www.flickr.com/photos/wiredforsound23/ “Don’t worry about, I’ll take care of it,” said my amazing team member on Friday night (props to @tcoffee). Just like that, a major roadblock to...
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Please, fix all the broken things.
photo courtesy of http://www.flickr.com/photos/phobia/ You should fix all the broken things in your product. You avoided some decisions in the past or made some decisions you might now choose to...
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Don’t let good customers make bad decisions
Photo by http://www.flickr.com/photos/lori_greig/ Quick: how many clicks does it take to do something important in your product? Count them. If it seems like too many, it probably is too many clicks if...
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Content Marketing is really Product Love
photo by http://www.flickr.com/photos/auntie/ You’ve probably been to your competitor’s web site recently and reviewed the content they are sharing for first-time and seasoned customers. And have you...
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A Modest Proposal to Measure the Voice of the Customer
photo by http://www.flickr.com/photos/miuenski/ When talking to people about customer service, I often hear them discuss the idea of the “Voice of the Customer.” Ideally, this might mean “knowing...
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10 Insights to Deliver Amazing Customer Service
Poor Customer Service is No Excuse. You Can Do Better. Think of the last time you contacted a “Big Brand.” Did you feel appreciated, acknowledged or loved by their response? If so, that’s great! If...
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You need a better content calendar
We have a content publishing problem photo by http://www.flickr.com/photos/robellisphotography/ Hey you there. The one with the combination of WordPress, Hootsuite, Tweetdeck, Twitter, Buffer,...
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Email, the Operating System for Life
photo by http://www.flickr.com/photos/stuckincustoms/ Why you should bring your interactions to the place where people already spend their time. Email is the #1 Destination photo by...
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Who took a chance on you?
What does it take to succeed? this post was inspired by Bijan Sabet’s Who Took a Chance on You? and is a contribution to Startup Edition. photo by http://www.flickr.com/photos/sovietuk/ If you’re...
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Why Startups are like the Kobayashi Maru
photo by http://www.flickr.com/photos/kielbryant/447745123 In the movie Star Trek II (and in the more recent reboot), then-Starfleet Academy cadet James T. Kirk relates the story of the training...
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What tools and skills do you value in your startup?
photo by http://www.flickr.com/photos/mondayne/8090010193 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...
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Two of the Dumbest Business Mistakes I’ve Ever Made
photo by http://www.flickr.com/photos/plindberg/2872583288/ //Read about more mistakes in the newest Startup Edition “Do not fear mistakes. There are none.” -Miles Davis. We all make mistakes. I’ve...
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Avoid These Customer Service Mistakes
Think of the last customer service fail you experienced. You might think, how did this happen? Why did the company I contacted give me an idiotic response? Why didn’t they answer my question? Or why...
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The Feedback Machine: How do you discover what people really want?
photo by http://www.flickr.com/photos/zigazou76/ This essay is written as part of the Startup Edition project – check out the other essays here. How do you discover what people really want? People...
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Go ahead, build a Thingamajig.
Morse Code Machine, made with LittleBits When the folks at LittleBits asked me to test their latest kit of snap-together DIY electronics, I was really excited. As a gadget-loving person, I love the...
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Your first MVP is Wrong
photo by http://www.flickr.com/photos/deanmeyers/ This essay is written as part of the Startup Edition project – check out the other essays here. It would be awesome if your first iteration of a...
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How to Scale Customer Service to Reach the Mass Market
When you serve your first customer, you get to spend as much time as possible to make that relationship right. When that first customer becomes one of many, you need a way to take that same energy and...
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Why “How You Sound” Matters to the Customer
Photo courtesy of http://www.flickr.com/photos/bearpark How do you sound to the customer? Customers are engaging your brand in more than one channel and especially on their phones. That means that the...
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