It's a popular idea to delight your customers. But is there a point when you reach diminishing returns? Is there ever a reason to choose intentionally not to delight customers?Read More
Years ago, I had a roommate in San Francisco. He was a 6'1'' software engineer and marathon runner. One day, I heard him squeal. I ran outside to see what was going on.
He was jumping up and down that a big cardboard package arrived. What was it? I thought it would be a new iPad, Bose speaker, Patagonia jacket, flat screen tv...
It was a vacuum cleaner.Read More