Customer Satisfaction

MIT Sloan Management Review on The High Price of Customer Satisfaction: Customer satisfaction has become the most widely used metric in companies’ efforts to measure and manage customer loyalty. The assumption is simple and intuitive: Highly satisfied customers are good … Continue reading

Corporate Rock Still Sucks

CEO of Kickstarter, Yancey Strickler, on selling out: At some point in the past ten years, selling out lost its stigma. I come from the Kurt Cobain/“corporate rock still sucks” school where selling out was the worst thing you could … Continue reading

You’re My Favorite Client

Mike Monteiro’s new book, You’re My Favorite Client: Your business needs vary, so I can’t give you a magical equation for design success. But I can say: whatever your success metric is, make sure your designer both knows about it … Continue reading

Selling Out

Creator of “Calvin and Hobbes,” Bill Watterson’s Kenyon College Commencement speech: Selling out is usually more a matter of buying in. Sell out, and you’re really buying into someone else’s system of values, rules and rewards.The so-called “opportunity” I faced … Continue reading


Ken Levine on Zach Braff ruining Kickstarter: When I used to broadcast for the Orioles one of my partners was the legendary Chuck Thompson. Most of our games were at night. Chuck was an avid golfer. He played the public … Continue reading

The Cult of Done Manifesto

Done Manifesto: No. 4: Pretending you know what you’re doing is almost the same as knowing what you are doing, so just accept that you know what you’re doing even if you don’t and do it.

Real artists ship

Matt Mullenweg, founding developer of WordPress, on getting your product into the real world: …if you’re not embarrassed when you ship your first version you waited too long… Usage is like oxygen for ideas. You can never fully anticipate how … Continue reading

The Innovator’s Dilemma

Forbes on The Innovator’s Dilemma: But what if the firm was driven, not by the goal of short-term profitability, but by the goal of continuous innovation in service of finding new ways of delighting customers? The new bottom line of … Continue reading