Agility versus Product-Market Fit

Agility versus Product-Market Fit

by | Jan 8, 2023 | Startups

As I’ve been sending some proposals to startups lately, let’s chat a moment about Agility and product-market fit, or PSE-market fit as I like to call it (products, services, experiences). Agility is about improving Engineering teams so that they are more...
Who Should We Interview?

Who Should We Interview?

by | Dec 12, 2022 | Research

Books, training, and other advice coming from non-CX sources often advise that – especially if you are starting out – you should interview anybody you can find. Or interview whoever is “easiest.” If we care about the rigor of doing research...
Buying a Large Print Book by Mistake

Buying a Large Print Book by Mistake

by | Dec 11, 2022 | Companies Suck

When I first published “Customers Know You Suck” in December 2022, Amazon search results looked like this: There appear to be two paperbacks, one $2 more than the other. People were confused, and messaged me to ask why one was more expensive. In KDP,...
Change Dependency Map

Change Dependency Map

by | Dec 3, 2022 | Delta CX Models

Many of the elements and situations that are blocking improved customer- centricity are often intertwined. Since many of our internal pain points feed each other, there will be changes that must happen before some other problem can be solved. For example: You might...