Customer hierarchy (2)

It’s well accepted that great organisations focus on delighting their customers. But we talk less about managing the sometimes conflicting needs of multiple customers (see yesterday’s post). A good way to manage this tension is to draw up a customer…

Customer hierarchy (1)

It’s good to keep your products – and I include services as part of product – as focused as possible on the needs of your customers. One catch is that you are almost certainly serving multiple costumers: The people you…

A long queue

A long queue for what you’re selling is a good problem to have. It means people want what you have, and are willing to pay the price you’re asking and pay the additional time it takes them to queue to…

Amazon: working backwards and other stories

I’m late to the party on this, but I’ve just come across this very helpful technique for developing products and services, as used at Amazon. Essentially, you start by immediately writing a customer-facing press release for the finished product, and…

The switch (2)

“What am I hoping to get?” Once we’ve admitted to ourselves that we’re doing our work (at least partly) for ourselves, we can think more clearly about our motives by asking “What am I hoping to get from doing this?”…

Clayton Christensen: Jobs to be done (1)

Here’s a great insight from Clayton Christensen: people don’t buy a product or service because of abstract needs, but rather when they have a specific job to do. So people don’t use public transport, or cars, or taxis because they…

Postbox: good info

Crikey, it’s a very long photo of a postbox – read on for some thoughts about information architecture and the Royal Mail. From a distance Everyone knows what a postbox looks like – if you’re looking for one, they’re easy…

Econtalk: Mauricio Miller on Poverty, Social Work, and the Alternative

This is a really interesting episode of Econtalk, and worth a listen. Highlight 1: Accurate description of poor communities A couple of things here really resonated with my experience of living and working in low-income communities in Jakarta: Miller’s descriptions…

This sort of thing

Those who like this sort of thing will find this the sort of thing they like. Artemus Ward* I came across this at the start of Aaron Dignan‘s Brave New Work** It’s a fantastic line. It was written as a…