Improving one often degrades another
- Sales Velocity
- Acquisition Cost
- Lifetime Value
Invest in the Experience (not product)
- Don't make customers happy; make happy customers. It's not subsequent thing serviced by support team; it's a whole end-to-end process.
- Monitor customer happiness from Sale, Support, etc.
- Customer Happiness Index: use metrics (call them once you know they are unhappy)
Put virtual customer in meetings, what would Moly (customer) say?
Make not just great products, but superstars of your product. (Customer focus).
What do we have to do, to turn non-users into users. A better or simpler product? Is iPod a higher performance product? Or easier to use with easier access to music? Tap into a blue-oceans of users who are waiting at the sidelines.
Extreme trasnsparency with employees.
Brand is what people say about you after you've left the room.
Don't screw your customers.
The path of truth and justice to gain profits. Don't be evil.
Dream big. Execute small. Sell your company for a good price, then you can fuel your next dream.