I recently bought a car. It's a 2007 Mustang GT. It's metallic gray with custom wheels and I loved it the minute that I saw it on the Paramus Chevrolet dealership lot. Not too long after that serendipitous sighting I was the new owner of that car. The Mustang was perfect inside and out with … Continue reading How to Lose A Customer
Customer Service: The defining quality of service design
I own two cars - a Chrysler and a Volkswagen. Periodically they both need to be serviced. I go to the dealerships because of warranty requirements. The Volkswagen dealer is also a Porsche and Audi dealer making it a far more upscale place to visit then the Chrysler (and Dodge) dealer. The facilities are radically … Continue reading Customer Service: The defining quality of service design
Push early, fail often
In a startup environment the mantra of “push early, push often” is often heralded as the right product development course. The theory is one driven by the Agile model – get value to customers in the form of working code as quickly as possible, get feedback, iterate and push more code. This also jives well … Continue reading Push early, fail often