I'm often dumbfounded by the really bad user experiences I encounter online and in apps from even the largest companies. From websites that aren't mobile-friendly–they all have to be responsive to mobile devices, even if you have an app–to online forms that erase all your data if you make a single mistake. Which is what [...]

 Why should you understand customer experience and make sure it's a part of your business plan? Because customer experience is your business. It is the look & feel, product, marketing, and relationships that your company creates. It's the sum of all the parts. It's your brand, baby! Imagine You Walk into a Store... So imagine [...]

Pay for performance. The key differences between someone who is paid to produce a product and someone paid to work, is that shippers don't get paid until they complete the job. When you're bootstrapping you can only afford to pay for what ships.   This morning, while I was doing the email-twitter-facebook-coffee ritual that I [...]