Why Customer Support Stories Spread Like Wildfire

We experience a positive or negative customer support moment, and then we talk, tweet, text, or write a status update about it.

The Customer Always Remembers...

When it comes to buying a product or service, our decisions are based on memories, not experiences.

Show Your Work: Letting a Great Product Sell Itself

There is a fundamental difference between simply using a product versus using a product where you also know its history and how it was conceived. The latter elicits an emotional connection.

Give Your Employees an Identity Worthy of Ownership

Job titles are essentially heuristics to explain one's duties. However, these titles can be reinvented and serve as profound sources of motivation.