February 1, 2021
The 3 Golden Rules of Building Customer-Centric Product ExperiencesThe job of a product manager is rather simple: Create product experiences your customers love. These three golden rules will help keep yourself accountable to your customers and build products they’re likely to value and love.Read More
December 9, 2020
Amazon’s ‘Working Backward’ Approach: Is It Really All That Backward?These days, it’s more or less non-negotiable to obsess over the end user before getting into the nuts and bolts of product development. There’s nothing backward about the way Amazon works; in fact, it’d be flipping the script not to start by understanding the end user.Read More
November 23, 2020
5 Non-Conversion Based Metrics You Should Track and MeasureIf you think of conversions to your product being like getting someone to agree to go out on a date with you, then non-conversion metrics would be like the body language that you’d pick up on during that date to tell you if it was going well or not.Read More
November 23, 2020
It's Time to Move Beyond Net Promoter Score. Here's How.
Many, if not most businesses today use NPS surveys to monitor their customer experience. However, as a single metric for understanding a company’s customer experience, NPS has some serious failings.Read More
April 15, 2020
Why NPS is Not the Best Metric to Monitor Customer Experience
In this economic environment, NPS is an even poorer indicator of customer health than usual. Companies seeking to monitor and predict retention should take NPS numbers with little more than a grain of salt, and start to seek out other metrics to provide insight.Read More
September 14, 2019
You're Missing Something Big.An effective customer experience management program can rapidly become a company’s secret weapon, reducing the time it takes to understand customer needs and act, achieving real business impact.Read More
Resources - Blog Category
Everything you need to know to bring those who build products closer to the customers who use them.