129. 1. Get advice and input from experts but design
for the broader community
2. Respond to all feedback, even when you
respond by saying, “No thanks.”
3. Do not take negative feedback personally;
remember that when people give feedback,
they are doing so because they care and have
taken the time to improve their experience.
4. Give credit to those whose ideas you
implement; nothing says “we are open to
conversation” better.
130. 5. When you a implement new idea, make sure
that you highlight it, and ask for feedback.
6. Make small, continuous changes rather than
waiting to implement everything at once.
7. Don’t just wait for feedback to come to you,
go out and find it; people are probably talking
about your product elsewhere.
8. No matter how many people like you, you will
always have someone who doesn’t - mind the
haters.
187. 1. The Dazzle is in the Details.
2. Go Above and Beyond.
3. Appeal to Emotion.
4. Inject Fun into the Experience.
5. Make Something Mundane
Fashionable.
195. 6. Let People Personalize.
7. Be Experimental.
8. Simplify.
9. Make Happiness Your Business
Model: increase autonomy,
competence and relatedness.
196. 6. Let People Personalize.
7. Be Experimental.
8. Simplify.
9. Make Happiness Your Business Model:
increase autonomy, competence and
relatedness.
10.Be a Social Catalyst.
207. 1. Stop moving and look around you until you see
everything clearly.
2. Transfer the knowledge.
3. Every time you feel anxiety, acknowledge it.
4. Define your own measure of success.
5. Get outside of your personal circle.
6. Realize that everything is out of your control
anyway.
7. Have patience.
239. “...compared check-writing and
volunteering to cutting the leaves and
branches off a tree, where the heart of the
business and its ability to impact the world
positively is the tree itself.”
Gary Hirshberg, CEO, Stonyfield Farms
241. not customer-centric
• You do everything you can to keep • You have a long list of customer
your customers on your website. relations policies. Any exception to
those policies has to go up the chain
of command for approval.
• You measure number of visitors and
time spent on your website as
whether you are successful. • You need to create multiple
instructional videos so that your
customers will understand how to
• When budgets get tightened, you
use your product.
make cutbacks in areas like
customer service, marketing,
support staff and design. • You demand social media strategies
that win over the ‘influencers’ to blog
or tweet about your product.
• You are bothered by a customer
describing your product in their own
words that doesn’t match your
brand.
242. customer-centric
• You send customers to other • Your customers are doing things
websites. with your product you never
dreamed and are posting videos.
• You measure how many people refer
their friends to you as success. • Influencers are adding you as friends
on social networks.
• You let people feed in their content
from other sites easily. • You work with your competitors
towards better customer
experiences for all.
• When budgets get tightened, you
tighten operational costs.
• You know you compete for your
customers’ attention with everyone.
• Your only customer service policy is
to do right by the customer.
274. about those rockin’ images:
• Many are from iStockphoto.com (totally cool site)
• except as marked on the photo...
• a screenshot of my friendwheel: http://
apps.facebook.com/friendwheel
• and the logos & screengrabs I stole from all of the
respective sites...