Product Managers: Doing nothing is a lot of work

It’s a question every product manager faces: What do you do, exactly? I got it from a newly appointed Executive Vice President of Marketing, to whom all the Product Managers reported, about eight years ago. After a short reflection, my answer was simple. Sort of. They do nothing—but it’s a lot of work.read more >

Passion and care: Business lessons from the top chefs

Check out the Netflix show, Chef’s Table or the PBS series, The Mind of a Chef (also on Netflix), and you will witness some of the world’s top chefs and how they achieve stardom by focusing on passion, customer care and a deep attention to detail. You will see how the whole experience they deliver is crafted with care. These are techniques that can be used by just about any business, large or small, in their own strategies, culture and operations to achieve their success in their own fields.read more >

Start with the media release, not the MRD, when developing new products

When you develop a new product, you must make sure the customer is front and centre throughout the development cycle. The standard document in most product-management methodologies is the market-requirement document (MRD). While this is useful, you should really start with an internal “media release,” complete with the kinds of reviews you would like to see. This release will show both how you want to present the product and how you want it to be perceived by users. More importantly, it will enable anyone working on the development to see—even feel—the product and—and this is the whole point—make sure it is crafted with care.read more >

What does it take to learn to fly?

Always dreamed of flying? Me, too. So, six years ago I dipped into my savings and went to ground school. With as many hours (or more) of hangar talk under my belt as actual flying time, I thought I would offer some tips to others contemplating getting a private pilot’s license. My most important piece of advice? Don’t wait another minute. Go for it!read more >

Microsoft’s transition to a customer-centric company

When you think about a large customer-centric technology company, you will almost certainly think of Apple. One that almost certainly didn’t make it to the top of your list was Microsoft. Yet, it is clear that the Redmond, Washington, giant is undergoing a massive transformation and is reinventing itself as leader in customer delight, crafting every product and service with care.read more >

Getting the pricing right is harder than it seems

Setting pricing seems easy. You understand the value you provide to your users and how much they are willing to pay. Armed with that information, you set the price. But if you sell in more than one country or through partners, you very quickly add a whole new level of complexity that makes the whole exercise, well, fun. read more >

What is “customer delight”?

“Customer delight” is about putting a smile on someone’s face after they’ve used your product. It’s about putting the elements in place that will create an emotional link between the user and the product. It requires not only a clear understanding of why, but also a relentless attention to detail at every touch point—a “crafted with care” mentality.read more >