Resources for product teams from industry experts
It’s time to start looking at early tech adopters as a micro group, maybe even your most valuable consumer, because if you can get them on your side, they’ll do a lot of work for you. You put in the heart and the sweat, and they will reward you with untold amounts of earned media in the form of press, talk, and visibility.
— The Thank You Economy by Gary Vaynerchuk
While it is perhaps counterintuitive that Customer Success should have a close working relationship with the Product team, this is absolutely the case. Because Customer Success is highly attuned to how value is being created (or not) for the customer, having a tight feedback loop into the Product roadmap is essential. As a bare minimum, CSMs should participate in feature planning sessions. More formally, the product ticketing queue should include a Customer Success track for features that need to be prioritized.
— Farm Don’t Hunt: The Definitive Guide to Customer Success by Guy Nirpaz, Fernando Pizarro
Thin-slicing is not an exotic gift. It is a central part of what it means to be human. We thin-slice whenever we meet a new person or have to make sense of something quickly or encounter a novel situation. We thin-slice because we have to, and we come to rely on that ability because there are lots of hidden fists out there, lots of situations where careful attention to the details of a very thin slice, even for no more than a second or two, can tell us an awful lot.
— Blink: The Power of Thinking Without Thinking by Malcolm Gladwell
When trying to influence others, having a conceptual framework and a way of presenting it that sticks in people’s minds is very helpful, especially when you are talking to people unfamiliar with the concept. This framework is also effective in conveying the important point that diversity, equity, and inclusion are not merely about principles and wanting to do good, but about translating those principles into action—putting people and processes in place that are crucial for developing inclusive products.
— Building For Everyone: Expand Your Market With Design Practices From Google’s Product Inclusion Team by Annie Jean-Baptiste
When you are in the product development world, you become immersed in your own stuff, and it’s hard to keep in mind the fact that the customers you go out and see spend very little time with your product,” says Dowell. “They know the experience of it then and there. But they don’t have any history with it, and it’s hard for them to imagine a future with it, especially if it’s something very different “…” It looked different. There was nothing familiar about it. Maybe the word ‘ugly’ was just a proxy for ‘different.’
— Blink: The Power of Thinking Without Thinking by Malcolm Gladwell
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